Chat in Browser UI: Toast Auto-Sorts "No Value" Fields to the Bottom

An enhancement is made to the chat agent experience in the Browser UI, so that if there are fields with "no value" presented in the chat toast, then those fields are shown at the bottom of the list. Key fields appear first, whether they contain data or not (ex: contact name, question, product, category).

Business Value:

Employee Optimization: Enhances the usability of chat within the Browser UI

Steps to Enable and Configure

System Requirements

Configuration is required, more details can be found at cx.rightnow.com, please search for Answer ID 2794 "Pre-screen Pop in B2C Service Chat"
Engagement Panel v19+ is required for this feature
This feature does not require a CX upgrade
This feature does not require a feature flag
This feature is available in the BUI FEB I release, available on non-production sites January 23, 2026 and on production sites February 27, 2026

Tips And Considerations

More information about configuring this feature can be found at cx.rightnow.com, please search for Answer ID 2794 "Pre-screen Pop in B2C Service Chat"

Access Requirements

Chat Admin
Chat Agent