Chat Session Workspace Tabs

A tab set below the customer’s contact fields contains information about the chat session and the customer’s existing incidents.

• Engagement—The Engagement tab is where you chat with customers.
  • The Transcript section contains all chat correspondence between you and the customer. As text is sent from the customer, it appears in the Transcript section with a time stamp. After you send text to the customer from the Compose section, it is added to the Transcript section with a time stamp.
  • The Compose section is where you respond to a customer during a chat session. You can use SmartAssistant to request answers from the knowledge base, manually search for answers in the knowledge base, and send predefined text and URLs to the customer.
• Incidents—The Incidents tab is where you view incidents that the customer has submitted prior to requesting the chat.
• Page Peek—The Page Peek tab is where you view a snapshot of the web page that the customer was viewing when the chat was initiated.
• Visitor Browser History—The Visitor Browser History tab is where you view a list of up to fifteen URLs tracking the pages of your organization’s website that the customer was viewing prior to initiating the chat. The amount of time browser history is retained is configured using the VS_PURGE_NON_PAGELOAD_EVENT_DAYS configuration setting (Agedatabase/Batch Processing/Visitor Service).

Note: Engagement Engine must be enabled in order to configure and use page peek and visitor browser history. Contact your Oracle account manager. We recommend creating a custom chat workspace and removing these tabs if you are not using page peek or visitor browser history.