Embedded Service 25C 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 or deploy it on a non-DCS site, you can use the point and click 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 25C (component version 25.07.0).  

  • Embedded Service client
    • Default client in DCS Reference Template 25C.
    • Default ES styling to look like DCS portal.
    • Baseline styling for miscellaneous HTML in chat bubbles.
  • Embedded Service supports the Web Chat for Fusion Service 25.07.0 (25C) version
    • Supervisor Monitoring: Web Chat now support the Chat Supervisor features of monitoring, coaching and joining a chat.  No system message is visible for the end-user when a supervisor starts monitoring or joins a chat without sending any public message.  When the supervisor engages in the conversation and sends a public message, this is saved to the transcript and the end-user sees the message is coming from another agent.

Embedded Service offers various business benefits:

  • Service at the point of need: Deploy the conversational widget on any site where an end-user needs contextual and proactive assistance.
  • Improve 24/7 issue resolution: Design your optimal Digital Assistant as an Agent or AI Agent experiences to deliver conversational support at any time.
  • Flexible UX: Quickly adapt the behavior of the Embedded Service client to your desired customer experience with the Engagement Engine configuration tool and rules engine.
  • Business agility: Easy setup and styling via the point and click Engagement Engine interface by a skilled business administration user.

Steps to Enable

1. Mandatory task list for Digital Customer Service

2. Enable profile options for Embedded Service

3. The out-of-the box Embedded Service widget should now load on your DCS portal application (if you are using the DCS Reference Template 25A or higher)

4. To make any changes to the widget or to place it on a non-DCS portal, request your Engagement Engine account for 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 Visual Builder sites 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

5. Add the Engagement Engine tag to your site if you want to modify the out-of-the box Embedded Service widget

6. Create the Embedded Service Component in Engagement Engine

  • 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 (required for loading Embedded Service on your DCS app)
  • 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)

Tips And Considerations

You will need the Engagement Engine Editor if you want to configure the out-of-the-box Embedded Service widget provided in your DCS Application release 25A or higher.

You can place the Embedded Service widget on any site where embedded help or chat is needed using the Engagement Engine javascript tag, eg. on you global brand site or e-commerce site.

Key Resources

Access Requirements

Request Engagement Engine with Embedded Service via Service Request against Digital Customer Service.  Sign in to the Oracle Visual Builder editor as a user with the Developer role.