Web Chat for Service (WCFS) is a new modern chat client available from the 23A release of B2C Service and is configured with Engagement Engine. 

 

You should look into WCFS if you want to replace B2C Customer Portal Chat pages or Chat Inlays with a modern chat widget.

 

Web Chat can combine assisted service with a human agent and a self-service chatbot in a single chat client for a consistent end-user experience across channels.

Note: Oracle Digital Assistant is not required, but an optional add-on.

 

It's a chat widget that combines native chat capabilities with rich configuration and branding options of Oracle Digital Assistant (ODA) Web SDK into a single widget.  This means that a lot of the parameters you can set for your web chat experience are based on the Oracle Digital Assistant Native Client SDK for Web which makes it a rich experience. Web Chat for Service makes use of a chat session that occurs between an End User and a Chat Agent.

 

Images:
1) Example of the configurable Web Chat launch button
2) Example of the configurable pre-launch form (optional)
3) Example of an active chat interaction with transfer from DA as an Agent to a human agent

 

The Chat Agent can also be Oracle Digital Assistant using the Digital Assistant as an Agent feature.

 

The routing logic for when a chat needs to go to a bot or a live agent is defined in the B2C Service chat business rules. Digital Assistant is treated as any other human agent and is assigned to a digital assistant queue.

 

The benefit of this Digital Assistant as an Agent is the centralized setup and reporting across queues with a warm handover to a live agent. This seamless transfer with full history in the chat transcript guarantees a full 360 view for agents inside the B2C Service Agent Desktop. Seamless transfer from the bot to a live Chat Agent can be configured in your B2C Service deployment and Digital Assistant Skill.

 

 

Image: 
4) Example of an active chat interaction with DA as an Agent

 

Web Chat for Service is a syndicated widget that you can deploy on your Customer Portal support site or any web page through the Oracle Engagement Engine single tag.

 

You configure your Web Chat Client in Engagement Engine by creating the web chat component. You can define the desired functionality, layout, colors, icons etc. in a very convenient and comprehensive way.
Note that only a subset of the properties available in ODA Native Client SDK for Web are supported in the Web Chat Client.

 

 

 

Image: 
5) Configuration of the Web Chat component in Engagement Engine

 

 

To learn more about Engagement Engine, refer to Answer ID 5833: What is Engagement Engine? If Engagement Engine has not been enabled on your site, submit a Service Request. Once Engagement Engine has been enabled, see the Oracle Engagement Engine Cloud Service Documentation for complete steps for configuring, testing, deploying, and best practices for Engagement Engine.

 

To learn more about Oracle Digital Assistant and Digital Assistant as an Agent, refer to: Oracle Digital Assistant Get Started. For information on setting up Digital Assistant as an Agent, refer to the Service Integration chapter in Using Oracle Digital Assistant. Please note that Oracle B2C Service Technical Support provides limited support for Oracle Digital Assistant issues - see Answer ID 12530: Reporting Oracle Digital Assistant issues.