To help prepare for a successful incorporation of Inlay releases, we provide a view of what is included in the latest release as well as recent releases.
The Oracle Inlay Toolkit (OIT) and resulting Inlays are a single-version service that is periodically updated every 2-4 weeks. Effort is put forth to be backward compatible but there are times when changes do need to be made. When this happens, the corresponding code, attribute or string is deprecated and eventually removed - typically 2 or 3 releases later.
Additional documentation can be found by accessing the Inlay Registry page at: Oracle OIT Registry.
Please see below for the current release notes as well as information about past releases:
Included in this release is the ability to specify a queue id for polling purposes. Prior to this release only the default queue was being polled. In addition to polling a specific queue, a new attribute specifying the maximum queue size was added to limit the total number of end users waiting in queue.
A new theme variable was introduced, fontSize. This variable allows administrators to specify the font size for inlays on a page.
Also added in this release is the ability for the auto off-the-record feature to recognize Social Security Numbers. When identified, those messages from the end user are sent to the chat server as off-the-record to prevent any personal identifiable data to be stored within the chat transcript.
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The Chat Embedded inlay is now able to display chat custom fields on the launch form page by adding them to the launch-form-fields attribute. This attribute is an array of fields that the end user can fill in before starting a chat session. This capability supports all custom field types, allows for required or optional selection, and along with the standard fields, can be placed in any order on the form. The field is referenced by using a "c$" as a preface to the custom field's database column name. For example, if the column name was "age", then the array of fields would include "c$age". Supported in "osvc 20A+" only.
Also included in this release is the capability to support the Sneak Preview feature in chat. When the Oracle Service Cloud configuration setting SNEAK_PREVIEW_ENABLED is set to true, the inlay will periodically send a snapshot of the message box to the chat agent. Supported in "osvc 20A+" only.
Introduced a brand-new inlay, Top Answers. This knowledge inlay can be deployed onto any web page and will display up to ten answers. Initial answers displayed may match host page metadata or specific search terms and offers the capability to search the knowledge base. This inlay only supports Knowledge Foundation implementations. The ability to delay loading and poll for available chat agent sessions has been added to the Embedded Chat Inlay. The delay-seconds attribute will pause the inlay before performing any action, such as polling or appearing on the page. Using attributes polling-enabled and polling-threshold will cause the inlay to poll the chat server for the minimum number of available agent sessions identified by the threshold. Polling will begin after an optional delay specified by delay-seconds. Note that polling is only supported when the inlay is initially hidden with inlay-hidden.
Added the ability to customize the brand color as well as the font family for any inlays on a page. This is accomplished by manipulating the data-oit-theme-vars attribute within the OIT Loader Script. The brandColor can be altered by providing a six-digit hex color value (e.g. #cccccc) and the fontFamily can be specified as a comma-separated font stack (e.g. Courier, monospace). Here is an example below:
“fontFamily”: “Courier New”
This variable should be defined as a normal JSON object within the OIT configuration file.
Introduced in this release is the ability to have an off the record patterns attribute. Setting this attribute – currently there is only one value, CREDIT_CARD – will cause any message typed by the end user whose contents match a credit card pattern to be sent off the record. This is particularly useful for when end users send sensitive information in a chat that organizations do not want recorded in the official database transcripts.
Also added in this release is the ability to view all languages of all strings for each inlay. By accessing the inlay in the registry page and viewing the strings tab, administrators can change the language and view all strings for that inlay in that language.
This release introduces the launch-form-fields attribute which allows administrators to easily configure the fields on the launch form page. This configuration sets the visibility, order and requirement for each field. An example of this is as follows:
["SUBJECT", "FIRST_NAME*", "EMAIL*"]
Which will show subject, first name and email on the launch form page in that order and make the first name and email as required fields. Note that removing last name from the list hides that field.
With the introduction of this all-encompassing attribute, there are 8 launch form attributes that are deprecated and will be removed. This capability will pave the way for future growth on the launch form page.
To utilize this functionality, administrators would override the launchFormHeaderText or launchFormFooterText strings.
A postChatClosingMessage string was introduced to allow administrators to customize the closing message to the end user when a chat was terminated. This message can be used to thank the user for chatting today as well as directing them to a defined URL for filling out a post chat survey. Much like the launchFormHeaderText and launchFormFooter, this attribute also supports links in a markdown format. The introduction of this string creates a deprecation and eventual removal of previous post chat attributes and strings. See the release notes for more details.
Lastly a new attribute, chat-bubble-name-enabled, was added which when false, hides the agent name from agent chat bubble.
All end user names are removed from the chat bubbles within the printed transcript.
New languages were added to inlays. When inlays are loaded on a page the lang tag in the html entity is evaluated in order to load the proper strings.
The embedded-chat inlay gained a new attribute, inlay-mode, which allows the administrator to change the default location of the minimized inlay. Possible values for this attribute are BOTTOM_RIGHT (default) and BOTTOM_LEFT.
Attribute post-chat-transcript-enabled was added to control if the end user is to receive a system message about sending the transcript to the printer.
Support for right-to-left language support was added. If the page that is being loaded has the dir=”rtl” in the html entity, then that information will be passed into all inlays on that page to display the contents right to left.
Strings attribute was added to the configuration file to allow customization of all inlay strings.
Product, category and queue id attributes were added to allow internal passing of fields from the inlay to the chat server.
Changed the theme attribute to allow a simple string such as “Dijon” as opposed to a URL pointing to the theme file.
Added the OIT Registry for online information and documentation.
Added channelContentServer setting for scalability purposes. This allows for better security and faster load times due to automatic caching techniques.