Requirements to implement custom 'Action Buttons' for Chat in the Browser User Interface

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Answer ID 12845 | Last Review Date 03/19/2025

How can I create custom action buttons for BUI chat agents?

Environment

Chat, Browser UI, Engagement Panel

Oracle B2C Service

Resolution

As of the 24B release, Administrators can implement custom 'Action Buttons' for agents who handle chat sessions within the Browser User Interface.

Starting in the 25B release, it is possible to configure the chat “wrap-up” button, so it triggers a workspace rule. Please visit this helpful blog post for more information: Oracle B2C Service: How to trigger workspace rules during chat wrap-up

System Requirements for this enhancement:

1. Engagement Panel version 17+ must be deployed for the site

2. JavaScript API extensions
3. This feature does not require a CX update

Administrators can use extensions to present a custom chat action button, by accessing this Engagement Panel API: AgentSession.registerCustomButton()

Administrators must specify the following details for a custom chat action button:

The icon class
- The size of the image should be less than 24 pixels
- A default icon is provided, however, we suggest using an image that fits the related method
The name
- Currently, there is no restriction to the number of characters that can be used, however, we suggest using a short name
- Additionally, you may want to include a tooltip, which is supported
The method to be called when the button is clicked