Web Chat for B2C Service Support for 24.10.0 (24D) Client

Engagement Engine now supports the Web Chat for Service 24.10.0 (24D) client version.

What's new?

Conditional Chat Link - When defined conditions are met show a chat link instead of the launch button in an Element Id on your web page. This is an extension of the Conditional Launch Button feature. You can apply classes and / or styles to the link with the Conditional Chat Link Css setting key. The link text and aria label can be changed using custom text keys.
B2C Chat Offer Effectiveness - WCFS now supports recording the Proactive Chat and Conditional Chat Link `offer` and `accept` events with Engagement Engine by writing these events to Visitor Service Events tables (visitor_sessions and roi_conversion_offer_stats tables). No Engagement Engine settings are required for this feature.

What's improved?

Conditional launch button: Polling on multiple queues - The Queue Id parameter supports a comma separated string of queue Ids instead of just a single queue Id.
Pre-launch form: Field pattern validation - Check that the correct field format or pattern is entered.
Pre-launch form: Dynamic field visibility - You can make the visibility of the fields dynamic by adding dependencies. You can either hide or show a field when another one matches a value or a regular expression.
Control attachments on the agent side - You can now control if the agent can send attachments to WCFS.
Sensitive information detection in the Subject - The `subject` connection data field is also checked for sensitive information. When Masking Patterns is set then any sensitive information detected in the subject will be masked from the transcript, the agent notification or in agent desktop. Mind when Off The Record Patterns is set, the subject cannot be sent off the record when it contains sensitive information. To avoid the sensitive information to be recorded, it will be sent masked based on the Masking Patterns set in Engagement Engine.
Improved cross site scripting prevention - We improved security by adding extra algorithms to prevent cross site scripting. These algorithms can be too strict sometimes and there is the option to turn it off using the setting `sanitizeHtml` in Engagement Engine.
Pre-Launch Form Security - You can enable or disable a setting 'Enable Plf Security' in Engagement Engine to have additional Pre-Launch Form Security to make it impossible to manipulate the form to avoid anonymous chats. You can turn it off if it conflicts with setup you have on your site.
Post conversation message link URL - You can now customize the URL with substitution strings to add parameters that can be replaced by field values. The supported keys are Connection Data standard or custom fields and System Keys such as Engagement Id or Timestamp.
Long text field for icons - The icon field supports long SVG strings and is shown as a resizable and scrollable text area to support this branding requirement.

Business Enablement:

Adapt the behavior of Web Chat to your desired customer experience.
Decrease abandonment and increase conversion by offering an invitation to chat and being able to report on the effectiveness of the chat offer and see how many got accepted or rejected.
End-user security compliance by not storing or masking personal information to the transcript or incident.
Faster issue resolution: Agents get correct and complete information so they can more efficiently answer the customer’s question.
Improved survey analytics and integration with 3rd party survey tools.
Easier administration via the point and click Engagement Engine interface.

Steps to Enable

Request your Engagement Engine account

Log a Service Request with Oracle Support
Mention the users, their full name, e-mail and time zone
Reset your password after receiving the welcome e-mail

Login to Engagement Engine

https://admin.ee.channels.ocs.oraclecloud.com/editor/

Add the Engagement Engine tag to your site

Navigate to Help - Setup to find your tag with your unique Engagement Engine Account ID
Add the javascript tag to the pages where you want to show Web Chat

Create the Web Chat Component

Navigate to Settings - Web Chat
Create a new component and choose the latest version
Set the mandatory URI in Network Configuration eg. <interface>.widget.custhelp.com and indicate that the service is B2C
Configure your desired attributes for layout and functionality and Save & Publish

Define your site

Navigate to Sites - Create a New Site
Enter a condition eg. the URL of your site and Save the site

Create a rule for your site

Navigate to Rules - Create New Rule
Enter a name and select the Rule Evaluation Cycle
Add an Action: Web Chat - Load
Select your Web Chat component and Save the rule

Apply the right settings

Navigate to Settings
Select HTTP Referrer URL

Associate the rule with your site

Publish your site

Check the B2C Service Configuration Setting

Set OIT_CORS_ALLOWLIST (Old name: OIT_CORS_WHITELIST) config to .*

Tips And Considerations

The Web Chat for Service 24.10.0 (24D) 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).
Web Chat for Service is configured in Engagement Engine, all settings and attributes can be found in https://ee.channels.ocs.oraclecloud.com/wcfs/24.10.0/readme.html
Answers regarding Web Chat for Service on how to enable new features will be added to the cx.rightnow.com support portal.
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.