Chat in Browser UI: Toast & Desktop Notifications are Configurable

The chat toast notification in Browser UI & chat desktop notifications can now be configured to include more information. Previous to this update the chat toast notification & chat desktop notifications for agents showed the question, name and email. Now agents can see any custom details that are specified using the CHAT_ALERTFORM_DISPLAY configuration setting. The CHAT_ALERTFORM_DISPLAY configuration setting now applies to both the .Net console & the Browser UI console.

The chat toast notification can now contain custom details

The chat toast notification can now contain custom details

Business Value:

Agent Efficiency: Enhance efficiency for agents by sharing more information prior to opening a chat session

Steps to Enable

The CHAT_ALERTFORM_DISPLAY configuration setting now applies to both the .Net console & the Browser UI console. To enable this update for the chat toast notification within Browser UI, the following set-up must be performed:

  1. Chat Administrator: Email Product Manager Jessica Bradley <jessica.bradley@oracle.com> to have this feature enabled for a site (please include the site name in your request)
  2. Chat Administrator: If the CHAT_ALERTFORM_DISPLAY is not currently set-up for use in the .Net console, then update the CHAT_ALERTFORM_DISPLAY configuration setting with the desired custom details
  3. Chat Administrator: Test the Agent's experience within the .Net console & the Browser UI console, to ensure the CHAT_ALERTFORM_DISPLAY configuration renders in the chat toast notification and includes the desired custom details
  4. Note: The CHAT_ALERTFORM_DISPLAY configuration setting also applies to Chat Desktop Notifications

Tips And Considerations

  • The CHAT_ALERTFORM_DISPLAY configuration now applies to the agent experience within the .Net console & the Browser UI console. Prior to this update the CHAT_ALERTFORM_DISPLAY configuration did not apply to the agent experience within the Browser UI console
  • More information about this update can be found at cx.rightnow.com, please search for Answer 2794 "Pre-screen Pop in B2C Service Chat"
  • More information about how to enable Chat Desktop Notifications can be found at cx.rightnow.com, please search for Answer 11951 "Requirements to set-up Chat Desktop Notifications"
  • This feature does not require a 25A CX update
  • This feature does require Engagement Panel version 17
  • This update is available starting February 21, 2025
  • Email Product Manager Jessica Bradley <jessica.bradley@oracle.com> to have this feature enabled for a site (please include the site name in your request)

Access Requirements

  • Chat Administrator
  • Chat Agent