Web Chat for B2C Service Support for 23.12 Client

Engagement Engine now supports the Web Chat for Service 23.12 client version.

What's new?

  • Post conversation message - When ending a conversation it is now possible to print it.

What's improved?

  • Connectivity - A message is now shown when the agent is experiencing network issues or a power outage on his pc to avoid the end-user getting stuck.
  • System Messages - Some system messages are now part of the conversation so that they don't disappear on reload and are part of the transcript.
  • Persistence timeout - A new parameter persistenceTimeout that gives better control to the persistence feature and sets a timeout in seconds after which Web Chat will not try to restore the session when navigating back.
  • Client greetings - It is now possible to not display the greeting message if you are for example using the digital assistant skill to push the first message.   
  • File sharing - It is now possible to send files to Chat when connected to a bot.
  • Engagement Engine Administration - We have created a new component UI for Web Chat for easier navigation and configuration of the attributes.  You will also get embedded error notifications when you are using incorrect JSON code when configuring the Web Chat component or Rules.

  • Engagement Engine will conform to the third-party cookie policy from Google Chrome.

Business Enablement:

  • Adapt the behavior of Web Chat to your desired customer experience
  • Easier administration via the point and click Engagement Interface

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The Web Chat for Service 23.12 client and new features are available via the Engagement Engine Editor.

Key Resources

  • Once Engagement Engine has been enabled, see the Oracle Engagement Engine Cloud Service Documentation for complete steps for configuring, testing, deploying, and best practices for Engagement Engine (see Chapter Integrating Engagement Engine with Web Chat for Service).
  • If you are licensed for Oracle Digital Assistant and you want to learn how to set up Digital Assistant as an Agent to use a chatbot in your B2C Service implementation, please refer to the Using Oracle Digital Assistant Documentation (Chapter Service Integration - DA as an Agent).

Access Requirements

If Engagement Engine has not been enabled on your site, please submit a Service Request.