Embedded Service 26B Reference Implementation with Rules Engine

Embedded Service is an Oracle Digital Customer Service product to embed automated or live chat into any website, including your DCS Portal.

In 26B, we’re evolving Embedded Service with an AI-first configuration on DCS portal and a new reference template that can be fully managed in Visual Builder.  The Embedded Service offers a flexible deployment through a VB Rules Engine so you can deploy the chat widget on any website.  Our quarterly release of the Embedded Service reference app makes it easy to adopt ongoing enhancements.  

We’re introducing AI mode that will auto-start chat with all required fields set to connect to a human customer service representative or an AI Agent (DCS Chat Assistant).

Embedded Service can display an optional survey at the end of chat in this release.  The survey component allows you to translate the survey into any language and show a different survey per agent type.  The ES reference implementation is preconfigured to offer a survey when chat gets disconnected for authenticated users.

More ES events are now supported such as agentAvailability, agentJoin, chatConnect, chatDisconnect, linkAction and load.

Embedded Service is a modern chat widget for delivering AI automated and human assisted help directly at the point of need.

• Flexible deployment to tailor your conversational experience on any site.
• Single widget for human assisted and AI automated support.
• Embedded Service client has same deployment approach as DCS portal through Visual Builder.
• Embedded Service application is owned by the customer and created, customized and deployed in Visual Builder.
  • Extensible to create your own pages and flows in the ES client.
  • Extensive styling properties to design the widget to align with your corporate brand identity.
  • Full control over strings to create a fully localized experience.

Steps to enable and configure

Complete the following steps to deploy Embedded Service (ES):

1. Begin with the Required setup for Embedded Service.
2. Customize and publish your own Embedded Service application from the "Embedded Service 26B" reference implementation template in Oracle Visual Builder (VB).
3. Use the DCS Rules Engine to load Embedded Service on any web page.

Tips and considerations

• Using our latest 26B Embedded Service Reference Template, this feature is automatically available in Visual Builder. 
  • See component documentation in Visual Builder.
  • Note that as from 26A, Engagement Engine rules editor is no longer used for configuring Embedded Service.  You should explore the new deployment option using the ES Reference Implementation with Rules Engine.
• Pre-requisite for using the Embedded Service chat widget are configuration of DCS and Fusion Chat.
• You can deploy the DCS Chat Assistant available in Fusion AI Agent Studio to offer conversational AI customer experience.

Key resources

• Check out the new ReadMe documentation for Embedded Service 26B Reference Implementation.
  • Interactive documentation for the Embedded Service properties, allowing you to explore the property tree, reference types, events, and filter using search.
  • This documentation provides a comprehensive guide to using the Rules Engine. Use the left navigation to explore various topics, and refer to code samples, ready-to-use snippets and reference material to support quick implementation.
  • Explore the ReadMe documentation for Web Chat for Service 26B (Embedded Service wraps WCFS chat client).
• Check out the updated 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?

Access requirements

• Sign in to the Oracle Visual Builder editor as a user with the Developer role to design your Embedded Service chat client experience.