Chat History on DCS Portal

This 25D feature will allow to display Chat History in Portal or Embedded Service for an authenticated user.  An authenticated self-service user will be able to display Chat History from an AI Agent, Live Agent or DA as Agent (ODA).  The end-user can navigate to the Chat History page to view a list of completed chat interactions and can click the chat for reading the full transcript.

The Chat History component (oj-dcs-chat-history) is pre-installed and ready to use in the 25D Reference Template.

Chat History Overview

Chat Transcript

Chat History Component Properties in Visual Builder editor

Business Benefits:

• Offer 24/7 self-service: the end-user can view past chats through self-service at any desired time.
• Ready to use: The DCS Reference Template has out-of-the-box components, pages and APIs that support Fusion Service features such as Chat.  The Portal Developer can speed up time to deploy this new feature by using the upgradable component.

Steps to Enable

The Chat History component (oj-dcs-chat-history) is pre-installed and ready to use in the 25D Reference Template.

Tips And Considerations

See component documentation in Visual Builder.  This feature is tied to setting up Chat in Fusion Service.

Key Resources

• Playbook How do I enable Digital Customer Service
• See detailed component documentation in Visual Builder.

Access Requirements

Sign in to the Oracle Visual Builder editor as a user with the Developer role to design your DCS portal experience.