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Using Emojis in Chat
Answer ID 12736 |
Last Review Date 11/10/2023
How can I enable the emoji menu for my Chat Agents?
Environment:
Chat, Browser UI, Engagement Panel
Oracle B2C Service
Resolution:
During a live chat session, it may be useful for agents to send emojis to the end user.
For Chat Administrators to Enable the Emoji menu:
- Create a custom configuration setting type Yes/No: CUSTOM_CFG_CHAT_EMOJI_ENABLE
- Set it to Yes
For Agents to send Emojis to Customers:
- During a live chat session in Browser UI, within the Rich Text Menu of the Public Response section
- Click the “more” button (three vertical dots)
- this may not be necessary if the Engagement Panel is expanded horizontally
- Click the "Special characters" button
- Then you will see the Emoji menu
- Click the “more” button (three vertical dots)
More information is found in the “Chat with a Customer documentation” section in our Online Help User Guide.
