Web Chat for B2C Service Support for 25.07.0 (25C) Client

Engagement Engine now supports the Web Chat for Service 25.07.0 (25C) client version.  This release comes with improvements in terms of accessibility and persistence.

What's new?

  • Pre-Launch Form Mode - A new preLaunchFormMode setting has been added to optionally render the pre-launch form as a non-modal screen rather than the default modal dialog.  The pre-launch form can now also be set to take up the full widget, hiding the bottom message bar.
  • Persist User Bot Audio Response Setting - When enableBotAudioResponse  is enabled, an end user's setting is now persisted across pages.
  • Supervisor Monitoring - Web Chat now supports the Chat Supervisor features of monitoring, coaching and joining a chat.
  • Pre-Launch Form Field Tooltips - Custom tooltips can now be set or removed from standard and custom fields.

What's improved?

  • Pre-Launch Form Accessibility - Improved the accessibility of the pre-launch form.
  • Restore Default Label Styling with disableInlineCSS - Restore the default styling for pre-launch form labels when disableInlineCSS is enabled.
  • Persist Open or Closed State - The persistenceOpenWidget setting is now an enum where the new keep option will reload the widget how the user left it.

Business Enablement:

  • Easily adapt the behavior of Web Chat to your desired customer experience with Engagement Engine.
  • Improved accessibility and guidance for self-service users to complete the pre-launch form.
  • Agents get correct and complete information so they can more efficiently answer the customer’s question which results in faster issue resolution.
  • Easier administration via the point and click Engagement Engine interface by a business administrator persona.

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 25.07.0 (25C) 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.