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Guided Assistance for Agents handling Chat in the Browser UI
Answer ID 12710 |
Last Review Date 09/28/2023
Can Guided Assistance be used by agents who handle chats in the BUI?
Environment:
Chat, Browser UI
Oracle B2C Service
Resolution:
Agents using the Browser UI to answer live chats can utilize the Guided Assistance feature during those active sessions. The Guided Assistance feature gives service agents the ability to locate answers or text explanations using question branches to guide them to the appropriate response. This allows agents to quickly find information they can provide when working with customers on the phone or when responding to an incident, or when chatting.
For Administrators configuring Guided Assistance
- For more information on how to configure Guided Assistance, please see Answer ID 2655: Guided Assistance feature for Oracle B2C Service
- For additional information, refer to the 'Guided Assistance' 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
For Agents handling chats in the Browser UI
- Given Guided Assistance is enabled by your Administrator for the site
- And your profile is enabled for Guided Assistance
- And guides are created for Chat
- And the Guided Assistance control is enabled on the Chat workspace
- Given you are logged into the Browser UI
- And are available to chat
- When you are handling an active chat session
- Go to the workspace to find the Guided Assistance option
- For more information on using Guided Assistance refer to the 'Access Guided Assistance During a Chat Session' section in the Online Help User Guide documentation
- Select the question that should be sent to the customer
- Click the "Add to Chat" button for the selected question
- If the "Include Options" option is not selected (if the checkbox is unchecked), then the Guided Assistance Question is added to the Public Compose Control of the active chat session
- If the "Include Options" option is selected (if the checkbox is checked), then the Guided Assistance Question & Optional Answers are added to the Public Compose Control of the active chat session
- Now that the selected content is added to the Public Compose Control of the active chat session, you can edit the content before sending the content to the customer, or simply send the content to the customer as-is
