Chat in Browser UI: Trigger Workspace Rules from Engagement Panel

Administrators can add methods to buttons within the chat header, making it possible to have custom buttons that trigger workspace rules from within the live chat session. It is also possible to add methods to the existing buttons within the chat header, such as "terminate" or "wrap-up". Prior to this update, custom buttons could be added to the chat header, however it was not possible to trigger workspace rules.

Business Value:

Agent Efficiency: Chat Agents are more efficient when automation is in place

Steps to Enable

Customization is required, please visit the following links for more information:

• Answer ID 12845: Requirements to implement custom 'Action Buttons' for Chat in the Browser User Interface
• Development Blog: Oracle B2C Service: How to trigger workspace rules during chat wrap-up

Tips And Considerations

• This feature does not require a 25B CX update
• This feature requires Engagement Panel version 17+

Access Requirements

• Chat Administrator
• Chat Agent