1. Implementing Digital Customer Service
  2. Automatically Populate Key Information in Pre-Chat Form

Automatically Populate Key Information in Pre-Chat Form

You can automatically populate the product, category, and service request number in the pre-chat form, based on the page context in which the chat is initiated.

Here's how it works:

First, with the service request number on a service request form:

  • If you're viewing a service request with a product (or product group) already selected and you initiate a chat, then the selected product (or product group) will be auto-populated in the pre-chat form.

  • If you're viewing a service request with a category already selected and you initiate a chat, then the selected category will be auto-populated in the pre-chat form.

  • If you're viewing a service request and you initiate a chat, then the service request number will be auto-populated in the pre-chat form.

Here's how fields are automatically populated on the Product Group landing page:

  • If you're viewing a product landing page and you initiate a chat, then the selected product will be auto-populated in the pre-chat form.

  • If you click through to a knowledge article from a product landing page, then the selected product will be auto-populated in the pre-chat form.

Now, the Product Group landing page:

  • If you're viewing a product group landing page and you initiate a chat, then the selected product group will be auto-populated in the pre-chat form.

The Category Landing page:

  • If you're viewing a category landing page and you initiate a chat, then the selected category will be auto-populated in the pre-chat form.

  • If you click through to a knowledge article from a category landing page, then the selected category will be auto-populated in the pre-chat form.

And finally, here's the behavior with Knowledge search results:

  • If you have done a knowledge search and selected a product from the product selector and you initiate a chat from the search results list or from a knowledge details page (from the search results), then the selected product will be auto-populated in the pre-chat form.

  • If you have done a knowledge search and selected a category from the category selector and you initiate a chat from the search results list or from a knowledge details page (from the search results), then the selected category will be auto-populated in the pre-chat form.

The Chat component doesn't display the category, product or service request by default, so you must enable them by doing the following:

  1. Open your Digital Customer Service application in Oracle Visual Builder.

  2. Navigate to Web Applications, dcs, and expand Root Pages, and then click shell.

  3. Click shell, and then click the Page Structure icon.

  4. In the Page Structure list, search for Chat.

  5. Click Chat to display the property inspector.

  6. Within the chat attributes, locate the category property, and click the arrow to display the sub-category.

  7. Change the category.show sub-category value to true.

  8. Click the category arrow to close the sub-category.

  9. In the property inspector, locate the product property in the Chat attributes, and click the arrow to display the sub-category.

  10. Change the product.show sub-category value to true, then click the product property arrow to close to sub-category.

  11. Now locate the service-request property in the Chat attributes property inspector and click the arrow to expand the sub-category.

  12. Change the service-request.show sub-category value to true