Chat in Browser UI: Engagement Panel Single Service Update

The chat Engagement Panel is now delivered as one unified service. Version restrictions are removed, so you no longer manage multiple panel versions. This reduces B2C Service Administrator configuration effort and makes enabling new chat features faster and easier.

26B Engagement Panel is single service

26B Engagement Panel is single service

Business Value:

Simplified Chat Configuration: Reduces Administrator configuration effort and makes enabling new chat features faster & easier

Steps to enable and configure

No additional steps required.

Tips and considerations

  • This enhancement is available in the BUI JUNE I release, available on non-production sites May 22, 2026 and on production sites June 26, 2026
  • This feature does not require a CX upgrade
  • This feature does not require a feature flag
  • This update applies to all sites & interfaces that use the B2C Service Cloud Chat solution
  • More information about this update can be found at cx.rightnow.com, please search for Answer ID 12531 : Chat Engagement Panel in BUI

Access requirements

  • Chat Administrator
  • Chat Agent