Environment:
Chat, Browser UI
Oracle B2C Service

Resolution:

Beginning in the 23C release, it is possible to update the Chat Toast notification so the label is color coded. The ability to color code the label of the chat toast is helpful to agents, so they can easily understand when the inbound chat is from a high priority chat queue.

Starting with the Browser UI June I release, when Engagement Panel version 18+ is enabled on a site, then any of the color coding configured for the Chat Toast notification also applies to the chat header during live chat sessions.

Please Note: This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers.

Chat Agent: Experience in the Browser UI

• Given the Chat Toast is enabled by the Administrator
• When Agents receive the chat toast notification
• Then the Agent sees the color coding configured for the chat queue
• When the Agent accepts the chat session
• Then the Agent sees the same color coding within the header of the chat panel

Chat Administrator: Feature Configuration

System Requirements:

1. Engagement Panel version 18+
2. A CX update is not required in order to enable this feature

Configuration Details:

1. Log into the Browser UI
2. Go to the Navigation menu (upper-left corner)
3. Go to Configuration > Site Configuration > Administration
4. Go to “Chat Configuration”
5. Go to “Live Chat Configuration”
6. Within the section for "Queue Color Configuration"
7. Select a Queue
8. Select a Background Color
9. Select a Font Color
10. Save your changes

Helpful configuration information:

• A preview is shown on the right
• To configure this feature for another queue, select the "Add New" button
• To delete a queue from this configuration, select the delete option at the end of the row
• Administrators can color coded the chat toast for, up to, 20 unique chat queues
• Starting with Engagement Panel version 18+, the color coding assigned to a queue is also displayed for the agent during live chat sessions. The color configured for the queue appears as the background color of the chat header

For more information about the Chat Toast, please refer to the documentation here in Answer ID 2794: Pre-screen Pop in B2C Service Chat.