Embedded Service 25B 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 javascript 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 functionality 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 is the default Chat component for Digital Customer Service Portal and Fusion Service.  Embedded Service is ready-to-use in the DCS reference template for releases 25A or higher in a standard set-up.  If you want to tailor the widget, you can use a point and click user interface called Engagement Engine to configure the layout and functionality attributes and define rules to load the widget on the page.

Check our key resources below to get started with Embedded Service.  Request Engagement Engine with the “Embedded Service” feature via Service Request against Digital Customer Service.

Embedded Service has some enhancements in 25B (component version 25.04.0).  

• Embedded Service client
  • Default client in DCS Reference Template 25B
  • Support business units in ES chat and SR create forms
  • Populate empty hidden prod/cat fields from context
• Embedded Service supports the Web Chat for Fusion Service 25.04.0 (25B) version
  • Size of the ODA action buttons used in a DA as an Agent flow can now align using the full size of the bubble using the Full Length Action Buttons attribute in EE > Settings > ES component > WCFS > Functionality Configuration.
  • Visibility of "Try again" button that is shown when there is a system or network error can be configured with the Show System Message Retry Button attribute in EE > Settings > ES component > WCFS > Functionality Configuration. 
  • Conditional Surveys - Configure different post conversation message behavior for bots and human agents with the updated enablePostConversationMessage and new postConversationMessageOptionsBot settings. It's now possible to show the same survey or a different survey for each agent type.
  • The ReadMe documentation for this Web Chat for Service version can be found here: https://ee.channels.ocs.oraclecloud.com/wcfs/docs/index.html
• Engagement Engine is used to configure the Embedded Service Client
  • Preview of ES widget in the Engagement Engine component editor is now possible.  A simple click of the preview button loads the ES widget with all the selected attributes and styling in preview mode.
  • EE Eventing for Embedded Service 
    • New ES Events: A new rules action in Engagement Engine will allow you to subscribe or unsubscribe to events such as widget loaded on the page (events.load), chatConnect, chatDisconnect by the end-user.
    • Event handler: You can register a custom JavaScript function for the Event Handler to define what you want to do when the event fires within Embedded Service for Web Chat.

Business Benefit:

• Drive More Deflection: Enable richer, more flexible and contextual self-service options at the point of need.
• Simplified Administration: Centralized administration in Engagement Engine offers complete configuration and branding options via a point-and-click interface.
• Usability: Administrator can preview the widget during configuration, no need to publish the component to see it on a test site.
• Reduce development time: Quicker configuration of the ES component with immediate preview in the EE component editor screen.
• Faster issue resolution: Agents get correct and complete information so they can more efficiently answer the customer’s question.
• Analyze ES events: Customers can use chat events in external reporting tools to analyze the user's web journey.

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.
• The ReadMe documentation for the latest Web Chat for Service version can be found here: https://ee.channels.ocs.oraclecloud.com/wcfs/docs/index.html. 
• Engagement Engine is the interface to configure the Embedded Service widget and rules to load it on any page.  The configuration UI provides embedded help by clicking the i-icon to see the definition of the attribute.

Access Requirements

Request Engagement Engine via Service Request against Digital Customer Service.