Embedded Service 24B Enhancements

Embedded Service is a syndicated widget that you can deploy on your Digital Customer Service application or any web page through the Engagement Engine single tag. Embedded Service provides multi-functional help at the point of need and allows you to insert a full support experience in any page with modular components like Search Knowledge, Popular Articles, Top Actions, Create Service Request, Digital Assistant as an Agent (ODA) and Live Chat with a human agent (Web Chat for Service).

Embedded Service has some enhancements in 24B.  Embedded Service is now the default Chat component in Digital Customer Service Portal.

  • Web Chat for Fusion Service 24.04 client version
    • The widget can show a Post Conversation Message when disconnecting from chat.  When ending a conversation it is now possible to print the transcript which opens a save to PDF in the end user's browser.  You can also show a text message, a link or an iframe.  A popular use case for this is showing a survey at the end of the chat.  
    • Web Chat now supports bi-directional file sharing between the end-user and the service agent during a chat conversation in Fusion Service.
    • The name of the agent can be removed or customized in the conversation.
    • Improvement in custom web chat specific icons, avatars and system message icons now have default values.
    • Embedded Service will support navigation of KM article links from agents.
  • Engagement Engine
    • You can add optional header and footer strings to the Chat launch and Service Request forms to show eg. a disclaimer text with optional links.  The new stings support plain text and links in markdown format.
    • New Rules Action in EE for update of any Embedded Service property.
    • The loading of an Embedded Service component now makes use of a smart reset where possible.

Request Engagement Engine with the “Embedded Service” feature via Service Request against Digital Customer Service.

Business Benefit:

  • Drive More Deflection: Enable richer, more flexible and contextual self-service options at the point of need.
  • Design chat experience: Adapt the behavior of Web Chat to your desired customer experience.
  • Business Agility: Easily meet changing business requirements while enabling highly personalized user experiences
  • Low code: Make available on any page with single tag deployment.
  • Simplified Administration: Centralized administration in Engagement Engine offers complete configuration and branding options via a point and click interface.

Steps to Enable

  1. Request Engagement Engine with the “Embedded Service” feature via Service Request against Digital Customer Service
  2. Create a new Embedded Service component in the Settings area of Engagement Engine
  3. Create a new Site in Engagement Engine where you want to enable Embedded Service
  4. Create a new Rule in Engagement Engine to ”load Embedded Service” on your website
  5. Optionally configure and test connection to DA as Agent in Oracle Digital Assistant (if you are using ODA)
  6. Setup Engagement Engine tag on your website

Tips And Considerations

You will need the Engagement Engine Editor to set up Embedded Service.

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

Request Engagement Engine via Service Request against Digital Customer Service.