Web Chat for B2C Service Support for 24.04.0 (24B) Client

Engagement Engine now supports the Web Chat for Service 24.04.0 (24B) client version.  

What's new?

  • B2C page peek & visitor browser history - WCFS now supports these features with Engagement Engine.  Engagement Engine now supports Page Peek and Visitor Browser History to be available in Browser UI for the agent to see the visited URLs or a preview of the last page the end-user was visiting before launching web chat.
  • No inline CSS - WCFS now has a setting to turn off the inline css insertion. This allows you to have a tighter content-security-policy.

What's improved?

  • B2C file sharing - Allowed file types can now be customized.
  • Custom icons - Avatars and system message icons now have default values.
  • Agent name customization - The name of the agent can be removed or customized in the conversation.
  • Persistence - Non persistent chats can now disconnect using the beforeunload or pagehide events.

Business Enablement:

  • Adapt the behavior of Web Chat to your desired customer experience.
  • Give the agent more context by seeing the end-users browsing behavior and last page visited when starting the chat.
  • 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 24.04 (24B) 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.  See also: How do I get started using the Engagement Engine? https://cx.rightnow.com/app/answers/detail/a_id/7153/