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Requirements to configure Engagement Panel Display Options for Chat in the Browser User Interface
Answer ID 12711 |
Last Review Date 01/09/2025
How can I configure the display options for chat in the BUI?
Environment:
Chat, Browser UI, Engagement Panel
Oracle B2C Service
Resolution:
Agents handling chats within the Browser UI can adjust the font & colors within the agent chat panel, so it’s easier for agents to read the content of a chat session. The Chat Display Options menu offers several ways for an agent to control the font style & color, as well as background colors and chat bubble colors. These capabilities were initially released in 23D, however we continue to make improvements – the latest is a configuration option that provides agents the ability to choose a background color for the chat header when the session is in wrap-up mode.
The “Chat Display Options” menu is automatically enabled for all chat agents, when the following is true:
1. Engagement Panel version 17+ must be deployed for the site:
2. This feature does not require a CX update
3. This feature does not require any additional configuration or custom config verbs
3. This feature does not require any additional configuration or custom config verbs
To access the “Chat Display Options” menu:
- Agents with chat enabled on their profile, can
- Login to the Browser User Interface
- Go to the Preferences menu
- Within the menu "Chat Display Options"
- Agents can adjust the Font Style to their personal preference. Options for this configuration include, but are not limited to: Arial, Comic Sans & Courier
- Agents can adjust the Font Color & Background Color for the Chat Header, during the live session and when the chat is in wrap-up mode
- Agents can adjust the Background Color for the Chat Transcript control
- Agents can adjust the Font Color & Bubble Color for Customer Posts
- Agents can adjust the Font Color & Bubble Color for Agent Posts
- Agents can adjust the Font Color for the System Messages that appear within the Chat Transcript control
If the agent makes a selection, then the "Chat Display Preview" updates to show the selection.
After display options are selected, an agent can
- “Save” the selections
- Click the "Save & Close" button, which saves the selections and closes the "Chat Display Options" menu
- Click the "Refresh" button, which reverts all selections to the previously saved values
- Click the "Reset" button, which changes the selections for all of the chat display options to their default values (the original settings for the Engagement Panel)
Please note,
- Any Chat Display Options saved are seen by the agent upon their next login to the Browser User Interface
- The selections made within the Chat Display Options menu, only apply to the agent logged into the Browser User Interface and do not apply to any other agent’s experience
- The selections made within the Chat Display Options menu, does not show to the end-user in any way
- Any selections made within the Chat Display Options menu remain saved after the agent selects a Browser UI “Theme” or changes the theme
