Can I configure the Oracle B2C Service chat toast notification?

Environment:

Oracle B2C Service Chat

Resolution:

The Chat Toast Notification (or pre-screen pop) gives agents quick look at basic customer information so the agent/customer interaction can begin sooner. As of February 21, 2025 the CHAT_ALERTFORM_DISPLAY configuration setting applies to both the .Net console and the Browser UI (BUI) agent experience. Previously, the configuration only applied to the .Net console agent experience. Please contact Product Manager Jessica Bradley < Jessica.bradley@oracle.com > if you would like the CHAT_ALERTFORM_DISPLAY configuration setting to apply to the Browser UI experience.

The information that displays on the preliminary screen pop table can be specified using the CHAT_ALERTFORM_DISPLAY configuration setting. The information delivered in the notification window can be formatted as a two-column table that allows agents to view additional information about customers.

Note: The CHAT_ALERTFORM_DISPLAY configuration setting also applies to Chat Desktop Notifications. For more information on Chat Desktop Notifications, refer to Answer ID 11951: Requirements to set-up Chat Desktop Notifications.

You can also disable the preliminary screen pop using the CHAT_ALERTFORM_ENABLED configuration setting.

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

For more information on accessing the Configuration Editor and editing settings, refer to Answer ID 1960: Editing Configuration Settings.