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. Initially available only for the .Net Console, as of February 21, 2025 the CHAT_ALERTFORM_DISPLAY configuration setting can also apply to the Browser UI (BUI) agent experience. This feature is not enabled by default in Browser UI. 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 as well.
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.
