Web Chat for Fusion Service Support for 23.12 Client

Engagement Engine now supports the Web Chat for Service 23.12 client version.  You should implement Web Chat inside the Embedded Service widget for a more unified service experience.  Besides chat with a human agent or a bot (DA as an Agent), Embedded Service can also search knowledge, show popular articles, show clickable top actions and create a service request to provide multi-functional help at the point of need.

What's improved?

  • 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.
  • Connectivity - A message is now shown when the user is experiencing network issues.
  • Engagement Engine Administration - Improved component UI for Web Chat for easier configuration of the attributes.  You will also get embedded error notifications when you are using incorrect JSON code when configuring the 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 Engine Interface

Steps to Enable

  • Login to Engagement Engine
  • Navigate to Settings - Embedded Service tab
  • Create new component for the latest version
  • Activate the chat screen
  • Configure your desired attributes and publish
  • Activate the component with the latest version in your rule(s)

Tips And Considerations

The Web Chat for Service 23.12 client and new features are available via the Engagement Engine Editor.   You should implement Web Chat inside the Embedded Service widget for a more unified service experience.

Key Resources

Check out the Playbook How do I implement Embedded 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 Fusion Service implementation, please refer to the Oracle Fusion Service Documentation.

Access Requirements

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