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Can I configure the Oracle B2C Service chat toast notification?

Environment:

Oracle B2C Service Chat

Resolution:

The Chat Toast notification (also called a pre‑screen pop) gives agents a quick view of basic customer information so the agent/customer interaction can begin sooner.

Where the feature is available

• .Net Console: Chat Toast has been available here historically
• Browser UI (BUI): As of Feb 21, 2025, the `CHAT_ALERTFORM_DISPLAY` configuration setting can also apply to the BUI agent experience
  • Not enabled by default for BUI: To enable the `CHAT_ALERTFORM_DISPLAY` configuration within BUI, please raise an SR with the Technical Support team

Configuring what appears in the chat toast

Control which fields you display and how they are formatted

The information shown on the preliminary screen pop table is controlled by: `CHAT_ALERTFORM_DISPLAY`

This data can be formatted as a two‑column table, allowing agents to easily view additional customer details immediately.

26A Enhancement: Beginning Jan 23, 2026 (BUI FEB I), an enhancement is made to the chat agent experience in the Browser UI, so that if fields with “no value” are presented in the chat toast, those fields are shown at the bottom of the list.

Resizing the chat toast in Browser UI

Resize the chat toast to fit your screen size

26B Enhancement: Beginning May 22, 2026 (BUI JUNE I), an enhancement is made to the chat agent experience in the Browser UI, so that agents can resize the chat toast (and restore it to the default size) with their preferred size persisting across sessions within the same browser.

Chat Agent: Runtime Experience in Browser UI

• When chat toast resizing is enabled:
  • Agents can resize the Chat Toast by dragging the corner resizer located in the top-left corner of the toast
  • The height cannot exceed the size of the table (max height may remove vertical scrolling)
  • The width can be increased up to 50% of the viewport
  • Agents can reset the chat toast size by clicking the reset control in the top-right corner. Clicking the undo button (curved back arrow) removes all size changes
• When agents resize the chat toast:
  • The changes apply to all chat toast types including inbound, transfers & conferences
  • Buttons and timer bars do not scale, they remain the same size
  • The selected toast size persists across BUI sessions within the same browser
  • The selected toast size does not carry over across different browsers (e.g., Chrome vs. Firefox)
• When chat toast resizing is disabled:
  • Agents cannot resize the Chat Toast
  • And the toast displays at the standard size

Chat Administrator: System Requirements, Feature Set-up & Configuration Steps

• System Requirements:
  • BUI Release: JUNE I
    • This enhancement is available in the BUI JUNE I release, available on non-production sites May 22, 2026 and on production sites June 26, 2026
  • Engagement Panel: Version 19+ must be deployed for the site
  • CX Version: A CX update is not required to enable this feature
  • Note: This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers
• Configuration Notes:
  • The `CHAT_ALERTFORM_DISPLAY` configuration must be enabled for agents to resize the chat toast
  • Administrators can disable or enable the Chat Toast resizing capability for all chat agents on the interface
  • The Chat Toast resizing capability is enabled by default for all B2C Service sites with chat enabled
• Enable/Disable the Feature:
  • Login to the Browser UI (BUI)
  • Go to the Navigation menu (upper-left corner)
  • Go to Configuration > Site Configuration > Administration
  • Go to “Chat Configuration”
  • Go to “Live Chat Configuration”
  • Go to the "Chat Toast Configuration" menu
  • Configure the interface setting for “Chat Toast Resizing Enabled”. Use the toggle to select one of the following:
    • Enable (toggled right), this is the default setting
    • Disable (toggled left)
  • Save your changes

Disabling the preliminary screen pop

You can disable the preliminary screen pop using: `CHAT_ALERTFORM_ENABLED`

• 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.

Related Behavior: Desktop Notifications

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