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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. Beginning January 23, 2026 (BUI FEB I), an enhancement is made to the chat agent experience in the Browser UI, so that if there are fields with "no value" presented in the chat toast, then those fields are shown at the bottom of the list.
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.