1. Implementing Service Center with the Classic User Experience
  2. How do I configure chat profile options?

How do I configure chat profile options?

Chat profile options let you configure assignment and routing options for chat requests.

You must configure these chat profile options to enable various chat features.

Profile Option

Description

SVC_CHAT_OFFER_NOTIFICATION_TIMEOUT_VALUE

Specifies the number of seconds that lapse before the chat notification is automatically closed.

SVC_ENABLE_CHAT

Enables chat interactions.

SVC_CHAT_TRANSFER_TO_QUEUE_ENABLED

Enables transfer of a chat to a queue by an agent.

SVC_CHAT_IDLE_TIMEOUT

The number of seconds after which a chat is terminated if there's no activity. The default value is 600. You can set this to a minimum value of 300. If you set the value to 0, a chat is never terminated even if there's no activity.

SVC_CHAT_WAIT_TIME_ENABLED

Enables displaying of the estimated wait time for a customer before an agent is expected to accept the chat request. The default value is Yes.

SVC_CHAT_ANONYMOUS_ACCESS_ENABLED

Enables anonymous access to chat for your customers. The default value is No.

SVC_CHAT_INLAYS_ACCESS_ENABLED

Enables access to the chat inlays to get the bootstrap configurations. The default value is No.

SVC_MCA_ENABLE_ENGAGEMENT_SYNC

Enables synchronization of all engagements between your service application and Live Window, regardless of channel.

SVC_CHAT_CKEDITOR_ENABLED

Enables style formatting options in the Live Window chat panel.

SVC_CHAT_COBROWSE_ENABLED

Enables agents to request for a cobrowse session with a customer from the Live Window chat panel.

SVC_CHAT_TRANSCRIPT_PURGE_ENABLED

Enables purging of chat transcripts.

SVC_CHAT_TRANSCRIPT_PURGE_INTERVAL

Specifies the number of days after which the chat transcripts are deleted or purged. If the value is set to 0, then the transcripts aren't deleted.

SVC_CHAT_TRANSCRIPT_DELETE_ENABLED

Enables the Delete button in the chat transcript window.

SVC_CHAT_TRANSCRIPT_PURGE_ITERATION_INTERVAL

Specifies the number of minutes between each iteration. The default value is 5 minutes.

SVC_CHAT_TRANSCRIPT_PURGE_BATCH_SIZE

Specifies the number of chat transcripts to be deleted in one iteration. The default value is 50 transcripts. This default value is ideal because trying to delete a very large number of chat transcripts at a time is very expensive and not reliable.
ORA_SVC_MCA_SMARTTEXT_IN_LW_ENABLED Enables the ability for chat agents to insert SmartText entries into chats.
SVC_CHAT_INLAYS_ACCESS_ENABLED If your implemention includes ODA integration, make sure this profile option in enabled.
Note: Agents working in the chat channel must have the ORA_SVC_CHAT_AGENT_ABSTRACT job role to use chat.

If you're using custom roles, you must include the following privileges in the custom role:

Privilege Name Privilege Code Description Inherited from Role Name Inherited from Role Code
Edit Service Request SVC_EDIT_SR_PRIV Allwows editing of a service request. Service Request Troubleshooter ORA_SVC_SR_TROUBLESHOOTER
Manage Omnichannel Presence and Availability SVC_MANAGE_OMNICHANNEL_PRESENCE_AND_AVAILABILITY_PRIV Allows management of the omnichannel availability for new work, presence menu and indicator. Service Request Troubleshooter ORA_SVC_SR_TROUBLESHOOTER_HCM
Update Sales Party Contact ZCM_UPDATE_SALES_PARTY_CONTACT_PRIV Allows updating the sales party contacts. Service Sales Party Management ORA_ZCM_SR_SALES_PARTY_MANAGEMENT
Access Partner Media Toolbar SVC_ACCESS_PARTNER_MEDIA_TOOLBAR_PRIV Allows access to the partner media toolbar. Service Request Troubleshooter ORA_SVC_SR_TROUBLESHOOTER
Note: If you're using custom roles, you must also include the data security policy "Service Interaction Header." For more information about creating the Data Security Policy, refer to How do I define data security policies for custom roles?

To configure the chat profile options:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Service

    • Functional Area: Communication Channels

    • Task: Manage Chat Profile Options

  2. From the profile options listed on the Manage Chat Profile Options page, click a profile option.

  3. In the Profile Values region, in the Profile Level drop-down list, ensure that Site is selected.

  4. Select Yes from the Profile Value drop-down list.

    Note: For the following profile options, specify a value in seconds in the Profile Value field as explained in the table:

  5. Click Save.

  6. Repeat the previous four steps for all the listed profile options.