Environment:
Agent Suggestions for Chat
Proofread Agent
Chat, Browser UI
Oracle B2C Service

Resolution:

To enhance the accuracy & effectiveness of the real-time chat suggestions feature, we’ve introduced a Feedback update that empowers chat agents to provide direct input on suggested responses during live chat sessions. Agents can now use a like/dislike button within the Suggestions panel, ensuring continuous improvement in response quality. This feature is available for agents handling chat sessions in the Browser UI (BUI). This feature can be enabled for agents that utilize the Chat Agent Suggestions feature. This feature can be enabled for agents that utilize the Proofread Agent feature.
 

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 an agent is handling chat sessions within BUI
• When an agent receives a suggestion
• Then a like/dislike button appears within the suggested message
• Then the agent can provide positive feedback by clicking the like button (thumbs-up)
• Then the agent can provide negative feedback by clicking the dislike button (thumbs-down)  

Details of the Chat Agent Experience:

• When the Feedback feature is enabled, then the language translation button appears next to the Feedback buttons within the translated message bubble
• If the agent clicks the language translation button, then they see the customer’s message in the customer's preferred language
• The agent is not able to select both Feedback buttons at the same time
• If the agent makes a selection, then changes their mind and selects the other button, then the value is recorded with each click

Chat Administrator: System Requirements & Feature Configuration

System Requirements for the Feedback feature:

• Engagement Panel v18+ is required for this feature. Please contact Jessica Bradley jessica.bradley@oracle.com to have your site updated
• This feature does not require a CX upgrade
• This feature does not require a feature flag
• This feature is available in the BUI JULY I release, available for non-production sites on June 27, 2025 and for production sites on July 11, 2025
• This feature can be enabled for agents that utilize the Chat Agent Suggestions feature and/or the Proofread Agent feature

Chat Agent Suggestions - Configuration Steps for the Feedback feature:

1. Create the integration within External Objects
   1. Follow the steps in this documentation to create an External Object/Integration.
2. Configure the feature
   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 “Chat Agent Suggestions"
   6. Select the existing connection from the menu & open the connection
   7. Go to the “Customizations” tab
   8. Go to the “Feedback Extensibility Action” field
   9. Enter the “Name” of the registered action from BUI Extensions, so that agent feedback is created & stored
3. Save your changes

Proofread Agent - Configuration Steps for the Feedback feature:

1. Create the integration within External Objects
   1. Follow the steps in this documentation to create an External Object/Integration.
2. Configure the feature
   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 “Proofread Agent"
   6. Select the existing connection from the menu & open the connection
   7. Go to the “Customizations” tab
   8. Go to the “Feedback Extensibility Action” field
   9. Enter the “Name” of the registered action from BUI Extensions, so that agent feedback is created & stored
3. Save your changes

Stay tuned! Detailed guidance for reporting on the Feedback feature will soon be available on our B2C Service Development blog.

For more information about the:

• Chat Agent Suggestions feature, please review Answer ID 12841: Requirements to configure Agent Suggestions for Chat in the Browser User Interface 
• Proofread Agent feature for Chat, please review Answer ID 13008: Requirements to configure for Chat in the Browser User Interface