Web Chat for B2C Service Support for 25.04.0 (25B) Client

Engagement Engine now supports the Web Chat for Service 25.04.0 (25B) client version.  

What's new?

  • New WCFS Events - Subscribe custom handlers to the new chatConnect and chatDisconnect events and/or the new events.load setting.
  • Engagement Engine Eventing - A new rules action in EE will allow you to subscribe or unsubscribe to WCFS Events such as chatConnect and chatDisconnect and/or the new setting for when the widget has loaded on the page (events.load).  You can register a custom JavaScript function for the Event Handler to define what you want to do when the event fires within Web Chat for Service. 
  • Visibility of the "Try Again" button - Use the new showSystemMessageRetryButton setting to optionally hide the button that appears when there is a connection error.  in the Engagement Engine WCFS component editor in Functionality Configuration.
  • Support for ODA linkHandler and webViewConfig settings - WCFS now supports the ODA open links and in-widget webview settings from the ODA Web SDK. 
  • Preview WCFS component in Engagement Engine editor - New preview button in the component editor for 25.04 version onwards.  When clicked this opens a preview mode which loads the WCFS widget to see the selected web chat properties in action in a running component. 

What's improved?

  • Conditional Surveys - Configure different post conversation message behavior for bots and human agents with the updated enablePostConversationMessage and new postConversationMessageOptionsBot
     settings. It's possible to show the same survey or a different survey for each agent type.
  • Advanced pre-launch form styling - Further customize the look and feel of the pre-launch form with the new preLaunchFormCss setting.  All attributes accept a sting with zero or more CSS properties and values, delimited by semi-colons and optional new lines.
  • Easier to customize styles - All the *Styles settings are now strings and thus easier to configure in a text area in Engagement Engine.
  • Action button size - The action buttons coming from ODA can now align using the full size of the bubble using the fullLengthActionButtons setting key.  Make the action buttons use the full length is not compatible with Actions layout set to horizontal and with Disable Inline CSS set to enabled.
  • More reliable disconnects - The disconnectEvent now defaults to "pagehide", which improves the reliability of disconnecting non-persistent chats when the page is closed, left or reloaded.
  • Source of chat shows WCFS in reports - A new ID has been added for WCFS in the Chats Table in colum chats.request_src in B2C Service to use in reports or the interaction workspace for chat engagements executed via the Web Chat for Service widget.

Business Enablement:

  • Easily adapt the behavior of Web Chat to your desired customer experience with Engagement Engine.
  • Measure chat adoption and success of chat interactions with a chatbot or human agent.
  • Design your optimal Digital Assistant as an Agent experience for 24/7 support.
  • Faster issue resolution: Agents get correct and complete information so they can more efficiently answer the customer’s question.
  • Understand user behavior by using custom code based on chat events for integration with eg. analytics tools to analyze the full user journey including the impact of chat events. 
  • Easier administration via the point and click Engagement Engine interface.
  • Increase business agility with a user-friendly administration experience by quickly checking layout and capability changes of the widget on-the-fly inside the Engagement Engine component editor.

Steps to Enable

  1. 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
  1. Login to Engagement Engine
  1. 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
  1. 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
  1. Define your site
  • Navigate to Sites - Create a New Site
  • Enter a condition eg. the URL of your site and Save the site
  1. 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
  1. Apply the right settings
  • Navigate to Settings
  • Select HTTP Referrer URL
  1. Associate the rule with your site
  1. Publish your site
  1. 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 25.04.0 (25B) 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).
  • The Web Chat for Service chat widget is configured with Engagement Engine, details about settings and attributes can be found via https://ee.channels.ocs.oraclecloud.com/wcfs/docs/index.html.  Click the Readme documentation link for the latest WCFS component release.  Engagement Engine also provides embedded help by clicking the i-icon to see the definition of the attribute.
  • 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.