Best Practices for Implementing Chat Widgets

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Answer ID 11116 | Last Review Date 10/16/2019

What are some best practices for deploying Oracle B2C Service Chat widgets onto my website?

Environment:

B2C Service Chat, Engagement Engine

Resolution:

Oracle B2C Service offers several types of Chat widgets for a company to deploy. Let’s begin with a brief explanation for each of the chat widgets:

CCL: Conditional Chat Link, referred to as the CCL, is a standard Customer Portal (CP) chat widget that can be used to place a link to chat or a chat button onto a CP page
PAC: Proactive Chat, referred to as the PAC, is a standard-CP chat widget that can be used to place an invitation to chat onto a CP page
SCCL: Syndicated Conditional Chat Link, referred to as the SCCL, is a syndicated chat widget that can be used to place a link to chat or a chat button onto a non-CP page
SPAC: Syndicated Proactive Chat, referred to as the SPAC, is a syndicated chat widget that can be used to place an invitation to chat onto a non-CP page

Let’s define ‘Syndication’:

For the B2C Service Chat solution, syndicated widgets are those used on non-CP pages
In our instance, syndication refers to a relationship between two websites where one website is providing information (transmitting site) and the other website is displaying information (receiving site). For the receiving website, content syndication is an effective way of adding greater depth and immediacy of information to its pages, making it more attractive to users. For the transmitting site, syndication drives exposure across numerous online platforms
For example: For an Oracle B2C Service site associated with “Acme, Inc.”, the transmitting site would be http://acme.custhelp.com and the ‘receiving site’ (i.e. the one where the SPAC offer is displayed) is http://www.acme.com

Let’s understand the difference between a CP and a non-CP page:

An example of a CP page is: https://cx.rightnow.com/app/answers/list
Any customer portal pages a company might have deployed
An example of a non-CP page is: www.oracle.com
Any non-CP page like a company’s marketing .com site or their product pages
To determine whether a page is CP, add /ci/about to the end of the URL
- If Customer Portal information is shown, this is a CP page
- If you receive an error (ex: 404/page not found), this is a non-CP page

Here are some best practices for deploying Syndicated Chat Widgets:

Syndicated widgets (SPAC, SCCL) should be deployed on non-CP pages (external pages)
Syndicated widgets (SPAC, SCCL) are not designed to be deployed on CP pages

For deploying Chat Widgets with the Engagement Engine:

The Engagement Engine can be used to deploy the SCCL and/or SPAC widgets on non-CP pages (external pages)
The Engagement Engine cannot be used to deploy the SCCL and/or SPAC widgets on CP Pages. Syndicated widgets should not be deployed on CP pages
The Engagement Engine can be used to deploy the CCL and/or PAC widgets on CP Pages, however this requires CP3+ (not possible with CP2 versions)

For deploying Customer Portal Chat Widgets:

For Agents & Administrators to ensure they have the correct system settings to chat within the Oracle B2C Service console: