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Requirements to set-up & configure typing indicators for Chat in the Browser User Interface
Answer ID 12536 |
Last Review Date 02/23/2023
How can I enable & configure the typing indicators for chat in the Browser UI?
Environment:
Chat, Browser UI, Engagement Panel
Oracle B2C Service
Resolution:
For agents handing chats in the Browser UI, we offer two options for typing indicators. Both of these typing indicators are existing features of chat. With Engagement Panel version 14+, we have updated these features so they are easier for agents to use when the Historical Chat Transcript feature is enabled. If the agent is scrolled into the historical chat transcript and is reviewing a past conversation, when the customer begins to type a message into the current conversation, then the agent sees the typing indicator.
- The “Customer is typing” indicator displays to the chat agent during an active chat session within the engagement panel. This message displays when the end user is typing a message. If the name of the end user is known, then the term “customer” is replaced with the customer’s name. This feature allows the agent to know that the customer is typing a message, prior to the message being posted into the transcript.
- Sneak Preview allows an agent to view what an end-user is typing into the chat window before the end-user sends the text. This allows the agent to prepare a response for the customer in a timely manner.
To consume the updates:
- The Historical Chat Transcript feature must be enabled.
- If the Sneak Preview feature is desired, then that feature must be enabled (see notes below).
- Engagement Panel version 14+ must be deployed for the site
- If Engagement Panel version 14 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded. There is no downtime associated with this update. First, we will enable Engagement Panel version 14 on your test site, then on your production site at a day/time of your choosing.
- To confirm the current default Engagement Panel version, please check Answer ID 12531: Chat Engagement Panel in BUI.
Notes about the “Customer is typing” indicator:
- If the Sneak Preview feature is not enabled, then agents will see the “Customer is typing” indicator within the Engagement Panel during an active chat session.
Notes about the Sneak Preview feature:
- If the end user is going to send a URL to the agent, then the URL appears as plain text in Sneak Preview. The URL is not clickable until the message is posted into the chat.
- If the end user is going to send an image to the agent and the image is very large, then the image may be cut-off when it appears in Sneak Preview.
- If the end user is going to send a long message containing many characters to the agent,
- and the agent is logged into the Browser UI while using a desktop, then the last 250 characters of the end user's message are visible to the agent from within Sneak Preview.
- and the agent is logged into the Browser UI while using a mobile device, then the last 150 characters of the end user's message are visible to the agent from within Sneak Preview.
- For more information on Sneak Preview best practices, please refer to Answer ID 9045: Best Practices for Sneak Preview.
- For more information on how Data Masking works with Sneak Preview, please refer to Answer ID 9046: Masking within Sneak Preview on Restricted Pods.
For additional information on how to configure Sneak Preview, please refer to the 'Sneak Preview' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products..
