Chat in Browser UI: Enforce Profile Maximum for “Delay Between Chats”

Agents can now adjust the “Staggering Incoming Chats (seconds)” setting in the Browser UI only within the maximum limit defined by their assigned profile. This ensures that agent-configured chat delays remain aligned with administrator-defined policies. As a result, organizations benefit from more consistent chat distribution, reduced confusion, and improved operational control. Agents can now adjust the “Staggering Incoming Chats (seconds)” setting in the Browser UI only within the maximum limit defined by their assigned profile. This ensures that agent-configured chat delays remain aligned with administrator-defined policies. As a result, organizations benefit from more consistent chat distribution, reduced confusion, and improved operational control.

26B Enforce Profile Maximum for "Delay Between Chats"

Business Benefit

Improved Operational Control: Ensures that agents adhere to administrator-defined chat handling limits

Steps to enable and configure

There are no additional steps to enable.

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 update applies to all sites & interfaces that use the B2C Service Cloud Chat solution
• This feature does not require a CX upgrade
• This feature does not require a feature flag
• This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers. More information can be found here Answer ID 12877: B2C Service capabilities that are not available for U.S. Government sites

Access requirements

• Chat Administrators
• Chat Agents