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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 B2C Service, 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:
To customize the chat greeting, use the steps below:
Have your agents log back into the application in order to see the change take effect.
The default value of the CHAT_GREETING_MSG message base is: Hi, my name is <agent_login>. How may I help you?.
This message is configurable on a per-interface basis. The greeting displayed to the end user is determined by the interface from which the chat was initiated and is not affected by the interface in which the agent is currently logged in.
Within the current functionality, the CHAT_GREETING_MSG message base supports only the <agent_login> variable, which resolves to the agent's display name configured under Staff Accounts. It is not currently possible to use other agent attributes, such as the agent's first name or last name, as variables in the greeting. For more information, see Answer ID 4562: Name displays differently in chat than expected.
Additionally, it is not possible to configure a different greeting message for transferred chats. Both newly initiated chats and transferred chats use the same CHAT_GREETING_MSG message base, with the greeting determined solely by the interface from which the chat originally started.