Redwood Chat Header Enhancements and Field Customizations

Administrators will be able to customize the fields included in the Redwood Chat header section that will be displayed to agents when accepting a chat offer.

Customizations can be made to the chat header fields using Visual Builder Studio

Based on your business needs, you can define the relevant fields that your agents will use while chatting with an end user, improving usability and reducing time.

Steps to Enable

Leverage the Visual Builder Studio to expose your applications. To learn more about extending your application using Visual Builder, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

  1. Login with your user that has Visual Builder Studio access
  2. Select Visual Build Studio under the Administration menu from the Settings and Actions
  3. From Visual Builder Studio, create a project or use an existing one if you have one
  4. Open layouts, and locate Chat Header under under the Contact menu
  5. Switch to RuleSet and create a new layout by cloning an existing Rule
  6. Choose the fields you would like to show your chat agents after accepting a chat
  7. You can also conditionally expose or hide fields if needed using the Show Field Properties
  8. You can also add logic for how you would like to layout your fields
  9. Once completed, you can now preview your chat

Tips And Considerations

  • The chat header can display up to 4 fields before an expand option is automatically provided in the header
    • If more than 4 fields are added to the chat header, agents are able to click to expand the header or click to collapse the header

Key Resources

Implementing Service Center with the Redwood User Experience Guide

Overview of Using Visual Builder Studio section within the Configuring and Extending Applications guide

Access Requirements

An Administrator will need the appropriate privileges to:

  • Opt-In must be enabled for the Redwood Experience
  • Access to Visual Builder Studio

To view the chat header enhancements or customizations that have been made, you're agents will require"

  • Have the Chat Agent Representative role (or one similar)
  • The Chat Agent Abstract role