Chat, Oracle Messaging
Oracle B2C Service

 

 

When Off-Hours Messaging is enabled in OM Admin UI, an incident will be created as a message is sent by a customer outside of chat working hours. A keyword is not required to trigger incident creation if the "Configure Off-Hours Incident Parameters" box is unchecked.

 

While the customer's first off-hours message will create a new incident, all subsequent messages will be added to the same thread of that incident. This will happen until the incident is marked as Solved or an agent initiates a chat from that incident. The following off-hours message will create a new incident. 

 

Please follow the steps outlined in the Oracle Messaging documentation pertaining to enabling and disabling the Off-hours messaging feature: Enable and Disable Off-Hours Messaging, as well as Answer Link Off-Hours Incidents for Oracle Messaging.

 

The off-hours are configured within the B2C console. Please see Answer Link Configuring Chat hours for details on this process.