Embedded Service 25D 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 25D (component version 25.10.0).
- Embedded Service client
- Default client in DCS Reference Template 25D.
- Inject Custom CSS into ES Iframe for advanced styling.
- Embedded Service supports the Web Chat for Fusion Service 25.10.0 (25D) version
- Support for ODA linkHandler and webViewConfig settings in DA as Agent flow - Embedded Service Chat now supports the ODA open links and in-widget webview settings from the ODA Web SDK. Note that this can't be combined with the default Embedded Service behavior for dynamic links and you need to specify the WCFS LinkHandler mode and the target to open the link in a new tab or window or to preview it within the widget.
- mode: EsLinkMode = dynamicLinks OR linkHandler
- Use custom CSS for DA as Agent flow - Customer defined CSS to style ODA components such as cards that are displayed in Embedded Service Chat.
- Custom structured error message on connection error to support for example the use case that if chat can't connect to AI Agent, a customer error message is shown with a button to create a Service Request.
- Pass the description field in a hidden or visible way to trigger the first message from the AI Agent.
- Support for ODA linkHandler and webViewConfig settings in DA as Agent flow - Embedded Service Chat now supports the ODA open links and in-widget webview settings from the ODA Web SDK. Note that this can't be combined with the default Embedded Service behavior for dynamic links and you need to specify the WCFS LinkHandler mode and the target to open the link in a new tab or window or to preview it within the widget.
- Engagement Engine is used to configure the Embedded Service Client
- EE Eventing for Embedded Service
- New "agentJoin" event that shows a system message when an agent joins or leaved the conversation and can differentiate between a bot or human agent type.
- New "viewChange" event to support the use case that if the widget is closed, the widget completely hidden from the page.
- EE Eventing for Embedded Service
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 modern conversational support at any time.
- Understand user behavior: Use custom code based on chat events for integration with eg. analytics tools to analyze the full user journey including the impact of chat events.
- Contextual and personalized support experience: Pass context from the page to drive the conversational interactions with the chatbot or AI Agent.
- 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
- 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.
2. 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.
3. The out-of-the box Embedded Service widget should now load on your DCS 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
- Login to Engagement Engine https://admin.ee.channels.ocs.oraclecloud.com/editor/
- 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 Embedded Service
- 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 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)
- 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 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
- 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 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.