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Pre-screen Pop in B2C Service Chat
Answer ID 2794   |   Last Review Date 07/21/2022

What is the Pre-screen Pop in B2C Service Chat?

Environment:

Oracle B2C Service, Chat Toast Notification to Agents

Resolution:

The Toast Notification (or pre-screen pop) gives agents quick access to basic customer information so that the agent/customer interaction can begin sooner.  The information delivered in the notification window can be formatted as a two-column table that allows agents to view additional information about customers.

Incoming chat notification for agents shows question, name, email, etc. and allows for Accept or Decline depending on the agent profile permissions.
 

The information that displays on the preliminary screen pop table can be specified using the CHAT_ALERTFORM_DISPLAY configuration setting. 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.

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