Embedded Service 24D 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 24D (24.10.0).  Embedded Service is the default Chat component for Digital Customer Service Portal and Fusion Service.

• Embedded Service supports Web Chat for Fusion Service version 24.10.0 (24D)
  • Control attachments on the agent side - You can now control if the agent can send attachments.
  • Sensitive information detection in the Subject - The `subject` connection data field is also checked for sensitive information like credit card number, social security number or a custom regular expression.  When Masking Patterns is set in Engagement Engine then any sensitive information detected in the subject will be masked from the transcript, the agent notification or in the agent's desktop.
  • 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.
  • 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.
• Engagement Engine
  • Dynamic form field support - The Embedded Service chat pre-launch form supports visibility of the fields by adding dependencies.  You can either hide or show a field when another one matches a value or a regular expression.
  • Draggable Embedded Service Button - Drag the button to launch Embedded Service across the page.
  • Embedded Service Theme via CSS variables - Embedded Service supports app.css theming from Portal so customers do not need to translate to properties, re-do and maintain two sets of branding.

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.
• End-user security compliance by masking personal information from the subject, transcript or agent UI.
• 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.

Steps to Enable

1. Request your Engagement Engine account with Embedded Service

• Log a Service Request with Oracle Support
• Request Engagement Engine with the “Embedded Service” feature via Service Request against Digital Customer Service
• Mention your Fusion site and the users that need access to Engagement Engine with their full name, e-mail and time zone
• Reset your password after receiving the welcome e-mail

2. Login to Engagement Engine

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

3. Mandatory task list for Digital Customer Service

• To use Embedded Service, you'll first need to follow the steps in the Mandatory Setup Tasks steps in How do I enable Digital Customer Service playbook.

4. Enable profile options for Embedded Service

• To use Embedded Service you must enable a number Profile Options for Fusion Service which are detailed in the How do I implement Embedded Service playbook.

5. 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
• DCS has an Engagement Engine component which you can add to the page, you need to set your unique Engagement Engine Account ID

6. Create the Embedded Service Component

• Navigate to Settings - Embedded Service
• Create a new component and choose the latest version
• In Configuration, set the mandatory Visual Builder Host URL in Network Configuration
• In Configuration, add Screen Configurations.  These are the different screens you will see in the Embedded Service client.  All screes are enabled out of the box and you disable the ones you don't need.
• Configure your desired attributes for layout and functionality and Save & Publish

7. Define your site

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

8. Create a rule for your site

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

9. Apply the right settings

• Navigate to Settings
• Select Single Page Application
• Select HTTP Referrer URL

10. Associate the rule with your site

• Via the Dashboard in Engagement Engine, you can select which rule needs to be associated to which site

11. Publish your site

• When you change which rules are associated with a site, or when you change the definition of a site, you must publish to notify Oracle Engagement Engine servers of the changes that have been made.

12. Optionally, configure and test connection to DA as Agent in Oracle Digital Assistant (if you are using ODA)

• Set up DA as an Agent to use a chat bot in your Service implementation.

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?

Before setting up Embedded Service, it is mandatory to set up DCS following the steps in the Playbook How do I enable Digital Customer 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.