How You Enable Chat

To enable the service representatives to use the chat function and to receive chat notifications, you must enable Omnichannel and desktop notifications. For more information about enabling Omnichannel and desktop notifications, see "Enable Omnichannel".

The chat function enables a customer to connect with a service representative. The customer initiates the chat from the Digital Customer Service, and a notification is sent to the available representatives in their service application.

Note: Agents working in the chat channel must have the ORA_SVC_CHAT_AGENT_ABSTRACT job role to use chat.If you're using the Digital Customer Service application as your consumer application, ensure that a user exists with the role ORA_SVC_CUSTOMER_SELF_SERVICE_USER_ABSTRACT and the privilege SVC_REQUEST_FOR_CHAT. For more information about the security roles, see "Digital Customer Service Roles".