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Customizing the Oracle Service Chat greeting
Answer ID 2048   |   Last Review Date 12/30/2018

How do we customize the automated greeting within Oracle Service Chat that the end-user sees when they begin a chat with us?

Environment:

Oracle Service Cloud, Chat, Message Bases

Issue:

Customers currently see "Hi, my name is <agent name>. How may I help you?" when they first initiate a chat session. We'd like to customize this text.

Resolution:

August 2012 through current versions, to customize the chat greeting:

  1. In the console you go to Configuration -> Site Configuration -> Message Bases
  2. In the Key field type, or copy and paste, CHAT_GREETING_MSG
  3. Click Search
  4. You can either inline edit the message by clicking within the text column.
  5. Or, you can edit the message base by clicking the 'Edit Selection' button on the ribbon. After you make the edit, click OK.
  6. Or, double-click the message base to open it on the content pane and edit the Description field and/or the Custom Text field.
  7. Click the Save button in the ribbon.


May 2012 and previous releases, to customize the chat greeting:

  1. In the console you go to Configuration -> Site Configuration -> Message Bases
  2. In the right frame, select RightNow
  3. In the Category drop down menu, choose Java User Interface.
  4. Click the CHAT_GREETING_MSG under the User Chat section, under Messages heading.
  5. Make the changes to the message on the right.
  6. Click Update and then click Commit and Exit.


Have your agents log back into the application in order to see the change take effect.


For more information, see Answer ID 4562: Name displays differently in chat than expected.

NOTE: The default text of CHAT_GREETING_MSG is:  Hi, my name is <agent_login>. How may I help you?.  Within current functionality, the CHAT_GREETING_MSG message base will only pull in the agent_login value (i.e. agent display name).  It is not currently possible to enter a variable to pull another field such as the agent's first or last name.
 

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