Chat in Browser UI: Create custom 'Action Buttons' for the Chat Panel

Administrators can implement custom 'Action Buttons' for agents who handle chat sessions within the Browser User Interface. This allows the business to have more flexibility when it comes to creating an efficient flow for agents during a live chat session.

Custom action buttons can be added to the Chat Panel for agents

Custom action buttons can be added to the Chat Panel for agents

Business Benefit:

Employee Optimization: Enhance usability & efficiency for agents handling chats in the browser user interface

Steps to Enable

For configuration details, a helpful answer can be found at cx.rightnow.com by searching for "Custom Action Buttons for Chat"

System Requirements:

  • Engagement Panel version 17+ must be deployed for the site
    • If Engagement Panel version 17 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded
    • There is no downtime associated with this update
    • First, we will enable Engagement Panel version 17 on your test site, then on your production site at a day/time of your choosing
  • JavaScript API extensions
  • This feature does not require a CX update

Tips And Considerations

In a subsequent release, we plan to include the ability for Administrators to trigger workspace rules based on custom action buttons

Access Requirements

  • Chat Administrators
  • Chat Agents