1. Collaboration
  2. One-to-One Chat

One-to-One Chat

The One-to-One Chat feature in Oracle Fusion Field Service enables two users to communicate directly in real time. It is designed for quick, focused exchanges between mobile workers, dispatchers, field managers, and helpdesk operators, ensuring seamless collaboration and faster issue resolution.

Users can start a one-to-one conversation from the Collaboration workspace or other parts of the application interface, such as the resource hint or activity hint.

Business Benefits:
  • No waiting on group setup: Start conversations with anyone you can see in the org tree, even if groups aren’t curated yet.
  • Org-aligned outreach: Target exactly the units or buckets you manage, mirroring real reporting lines and shift structures.
  • Lower admin overhead: Reduce maintenance of one-off Collaboration Groups by leveraging existing visibility rules.
  • Faster incident mobilization: Message all visible, on-shift personnel in a region within seconds during an outage.
  • Governed growth: Preserve control with the initiator-only add rule while allowing broad, visibility-based collaboration.
  • Instant video escalation: Move from chat to FaceTime in one tap for faster troubleshooting and visual validation.
Functional Description:
  • Start 1:1 chat with any visible user; start group chats using multiple selection methods.
  • Group selection options include entire resource tree, a specific organization unit, or a specific bucket.
  • Initiator-only rule: In ongoing group chats created using visibility, only the chat initiator may add more users by visibility; others are limited to their Collaboration Groups.
  • UI cue: A “–” (dash)in an organization unit/bucket check box indicates a partial selection.
  • In addition to standard text and media-based conversations, users can also initiate one-on-one video sessions directly through FaceTime. This allows real-time visual collaboration between technicians and supervisors without leaving the Field Service app context. The session can be launched from the same chat pane, maintaining continuity within Collaboration.

Use Cases

One-to-One Chat in Collaboration supports a variety of operational scenarios across the field service landscape. Here are some examples:
  • Ad-hoc incident swarm across a region

    A supervisor notices a spike in failures in one territory. From the resource tree, they start a group chat with all visible on-shift resources in that org unit - no prebuilt group needed. The initiator outlines the issue, names a directly responsible individual (DRI), and coordinates first actions; if deeper discussion is required, they escalate to a Conference from the same thread.

  • Bucket-level readiness check before a busy window

    Thirty minutes before peak, a dispatcher opens a chat with all visible resources in a bucket to confirm vehicle status, stock risks, and on-call coverage. Responses land in one thread; any follow-ups move to 1:1 for activity or inventory transfer. The conversation becomes a quick handover record for the shift.

  • Coverage gap fill during unexpected absence

    When a mobile worker goes offline mid-shift, the supervisor starts a chat with nearby visible resources (adjacent buckets/teams in the tree). They post the priority activity and time window; volunteers reply, and the supervisor completes the transfer to the first qualified accepter. The thread documents who took what and why.

  • Contractor compliance or safety briefing

    A quality lead needs a quick reminder sent to all visible contractors working today in a region. They initiate a chat based on the visibility, post a brief checklist (PPE, photo standards), and pin it. The initiator-only add rule prevents the room from expanding uncontrollably while ensuring everyone in view receives the note.

  • Triage for a roaming specialist

    An SME traveling between sites opens a chat to all visible resources in the day’s route area, offering real-time assistance for specific fault codes. Techs drop short asks; the SME jumps into 1:1 side threads as needed, then returns to the main chat with quick tips or a link to the updated SOP-keeping knowledge where the work happens.

Configure User Access

Access to collaboration is secured through role-based privileges. As an administrator, unless you configure the visibility and collaboration configuration for their user type, users cannot initiate a one-to-one chat.

To configure one-to-one chat permission for a user type:
  1. Go to Configuration → User Types.
  2. Enable Allow initiation of chat with all visible resources under Collaboration.
  3. Click Update.
Note: No additional APIs or integration setup is required as the one-to-one chat functionality is fully managed through UI permissions within Oracle Fusion Field Service.

A one-to-one chat becomes restricted when collaboration visibility or permissions are modified.

A user cannot initiate or continue a chat in the following scenarios:
  • The Allow chat between members of this group option is disabled.
  • The user’s collaboration group is deactivated.
  • The visibility settings between the groups are revoked.
  • A user is removed or deactivated from the system.
When these restrictions apply, both users receive a notification message:
You no longer have permissions to chat with this contact.
Note: Restriction changes do not affect existing broadcasts or helpdesk conversations, but they prevent future one-to-one or new helpdesk chats between the restricted users.

Start One-to-One Chat

You can start a one-to-one chat through the Collaboration window:
  1. Open the Collaboration workspace from the application header.
  2. Click the New Conversation icon.
  3. Select Search Contact to find a user or select a contact from your Address Book.
  4. Click the user’s name to open the chat window.
  5. Type your message (up to 1000 characters) and click Send.
Message Formatting and Options:
  • Press Shift + Enter for a new line (or Enter on mobile device).
  • Links with proper HTTP or HTTPS format are clickable.
  • The messages box automatically expands with scroll option for long text.
  • Drafts are saved automatically and marked with a pencil icon.
  • Unread chats display an orange circle with the unread count.

The Collaboration icon shows the total unread messages across all conversations.

A chat remains active until one of the two participants leaves the conversation.

To leave a chat:
  1. Open an active conversation.
  2. Click the Options menu (⋮) and select Leave Conversation.
    • Once you leave, you will no longer receive notifications for that chat.
    • The conversation remains available in History for reference.
  3. If no messages are exchanged for 12 days, the chat expires automatically and moves to History.
While in a one-to-one chat, you can perform these additional actions:
  • Start a Video Call: Initiate video communication using Google Meet or FaceTime based on your device and settings.
  • Start a Zoom Meeting: If Zoom is integrated and authorized, a Zoom invite card with a “Join” button appears in the chat.
  • Share Activities or Inventory Items: Transfer or share work-related resources directly from the chat window.
  • Add to Address Book: Save a frequently contacted user to your address book.
  • View Chat History: Review past conversations from the History tab.
Note: Collaboration is unavailable in offline mode. You can still access chat history in read-only view.