Chat in Browser UI: Public & Private Responses are Labeled and Color Coded

The Public & Private Response sections in Agent Chat are now clearly labeled and can be color coded, helping agents distinguish between message types at a glance. Placeholder text guides agents by displaying “Type your message here” or “Type your private message here” in the relevant fields. Agents can further personalize the bar and font colors in the Chat Display Options, making it easier to manage multiple conversations accurately and efficiently.

25C The Public & Private Response bars can be color coded

Business Value:

Enhances usability of chat within the Browser UI

Steps to Enable

More information about these enhancements can be found at cx.rightnow.com, please search for Answer ID 12711: Requirements to configure Engagement Panel Display Options for Chat in the Browser User Interface

System Requirements:

• Engagement Panel v18+ is required for these enhancements. Please contact Jessica Bradley <[e-mail]> to have your site updated
• This feature does not require a CX upgrade
• This feature does not require a feature flag
• This feature is available in the BUI AUG II release, available on non-production sites August 08, 2025 and on production sites August 22, 2025
• This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers

Tips And Considerations

This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers

Access Requirements

• Chat Administrator
• Chat Agent