Can I get more information about recent Chat Service updates?
Environment:
Chat Updates
Oracle B2C Service
Resolution:
Product Development regularly updates services related to the Chat functionality. The purpose of these updates is to improve the capabilities of the B2C Service Chat and/or to remediate known defects. The update process is designed to cause no impact to your service. Changes are typically first implemented in non-production environments so that you can test the updates and raise a ticket with Support for any unexpected behaviors. Any exceptions to the update process will be announced ahead of time.
Several services can affect the Chat Server & Chat functionality. The services described below are single-version services and are not dependent on the Oracle B2C Service version your site is using. There are no actions required on your side to receive these updates.
- B2C Service Chat
- Chat Rest API
- Browser UI Chat Engagement Panel
- Engagement Panel Javascript API
- Advanced Routing Service
In order to make chat service updates easy to understand, we are listing related updates in this table.
Upcoming events:
March 2025
| Service | Dates | Notes |
|---|---|---|
| B2C Service Chat: Migration production sites | March 28 | Production sites are updated with the 25A Chat Service |
| Advanced Routing Service: Migration sites | March 28 | All sites are updated with the 25A Advanced Routing Service |
Past events:
Service Dates Notes BUI Chat Engagement Panel August 25 Several issues were fixed related to the Rich Text Editor in EPv14 B2C Service Chat: Merge August 25 Chat Maintenance for 23C begins Advanced Routing Service: Merge August 25 Maintenance for the 23C Advanced Routing Service begins Chat Rest API August 25 Change History
Service Dates Notes B2C Service Chat: Migration non-production sites September 1 Non-production sites are updated with the 23C Chat Service B2C Service Chat: Migration production sites September 15 Production sites are updated with the 23C Chat Service Advanced Routing Service: Migration sites September 15 All sites are updated with the 23C Advanced Routing Service
Service Dates Notes B2C Service Chat: Merge November 17 Chat Maintenance for 23D begins Chat Rest API November 17 Change History
Service Dates Notes B2C Service Chat: Migration non-production sites December 8 Non-production sites are updated with the 23D Chat Service
Service Dates Notes B2C Service Chat: Migration production sites January 12 Production sites are updated with the 23D Chat Service Advanced Routing Service: Migration sites January 12 All sites are updated with the 23D Advanced Routing Service
Service Dates Notes Visitor Services February 15 Visitor Browser History and Page Peek features will be unavailable for approximately 30 to 60 minutes B2C Service Chat: Merge and migration – stage 1 February 16 Test and production sites are updated with the 24A Chat Service * * Note: Due to the nature of this update, test and production sites will be updated at the same time. Chat will be unavailable for approximately 30 to 60 minutes during this time. Primary contacts in your organization should have received an email notification confirming the date of the migration for your site(s). If you have any follow up questions, please submit a Question to Oracle B2C Service Technical Support.
Service Dates Notes B2C Service Chat: Merge and migration – stage 2 March 1 Remaining test and production sites are updated with the 24A Chat Service * Advanced Routing Service: Migration all sites March 15 All sites are updated with the 24A Advanced Routing Service * Note: Due to the nature of this update, test and production sites will be updated at the same time. Chat will be unavailable for approximately 30 to 60 minutes during this time. Primary contacts in your organization should have received an email notification confirming the date of the migration for your site(s). If you have any follow up questions, please submit a Question to Oracle B2C Service Technical Support.
Service Dates Notes B2C Service Chat: Merge May 17 Chat Maintenance for 24B begins B2C Service Chat: Migration non-production sites May 24 Non-production sites are updated with the 24B Chat Service
Service Dates Notes B2C Service Chat: Migration production sites June 21 Production sites are updated with the 24B Chat Service Advanced Routing Service: Migration all sites June 21 All sites are updated with the 24B Advanced Routing Service
Service Dates Notes B2C Service Chat: Merge August 16 Chat Maintenance for 24C begins B2C Service Chat: Migration non-production sites August 23 Non-production sites are updated with the 24C Chat Service
Service Dates Notes B2C Service Chat: Migration production sites September 20 Production sites are updated with the 24C Chat Service Advanced Routing Service: Migration all sites September 20 All sites are updated with the 24C Advanced Routing Service Rich Text Editor for Chat various dates See Answer ID 12872: Rich Text editor updates for Chat in the Browser User Interface
Service Dates Notes B2C Service Chat: Merge November 15 Chat Maintenance for 24D begins
Service Dates Notes B2C Service Chat: Migration non-production sites December 13 Non-production sites are updated with the 24D Chat Service
Service Dates Notes BUI Chat Engagement Panel: Update non-production sites January 9 Non-production sites are updated to Chat Engagement Panel version 17 B2C Service Chat: Migration production sites January 10 Production sites are updated with the 24D Chat Service Advanced Routing Service: Migration sites January 10 All sites are updated with the 24D Advanced Routing Service BUI Chat Engagement Panel: Update production sites January 23 Production sites are updated to Chat Engagement Panel version 17
Service Dates Notes B2C Service Chat: Merge February 21 Chat Maintenance for 25A begins B2C Service Chat: Migration non-production sites February 28 Non-production sites are updated with the 25A Chat Service
