Chat in Browser UI: Chat Panel Viewing Options
The new Chat Panel Viewing Options are designed to empower agents with a sleek, modern workspace for effortless chat management. Agents can now choose their preferred view:
- Compact List View organizes all active chats in tidy, information-rich rows, making it easy to spot customer names, chat topics, timers, and SLAs at a glance
- Compact Tab View lets agents switch between conversations instantly, with each chat presented as a vibrant tab and real-time alerts for maximum efficiency
- Classic View remains available for agents who prefer the traditional layout
These flexible options put control in the agents’ hands, allowing everyone to work smarter, stay focused, and deliver exceptional customer experiences -- all in a clean, intuitive interface.
25D Chat Panel Viewing Options
Business Value:
Employee Optimization: Enhances the usability of chat within the Browser UI
Steps to Enable
More information about configuring this feature can be found at cx.rightnow.com, please search for "Requirements to configure Chat Panel Viewing Options in the Browser User Interface" or Answer ID 13057
System Requirements
- Engagement Panel v19+ is required for this feature. Please contact Jessica Bradley jessica.bradley@oracle.com to have your site updated
- Feature Flag requirements
- Not required for sites that reside on public pods
- Required for sites that reside on US GOV pods. To have this feature enabled, please open a Service Request with the Oracle B2C Service Technical Support team on the CX Support Site
- This feature does not require a CX upgrade
- This enhancement is available in the BUI OCT I release, available on non-production sites September 19, 2025 and on production sites October 03, 2025
Tips And Considerations
- Rest assured, the Classic (legacy) view remains available for agents who prefer the traditional layout
- Leverage the Chat Panel UI Configuration settings to define the default layout (Compact List & Tab or Classic) that best aligns with your team's workflow
- Important Note: Configuring this feature applies across the entire site and to all agent profiles, so plan changes and communications accordingly
Access Requirements
- Chat Admin
- Chat Agent