What does the 'Off the Record' button do?
Environment:
B2C Service Chat, Feature - Off the Record
Resolution:
When you send a message as 'Off the record' the agent will get your response, but the text will not be stored in the database. An example of a good use for this would be for a customer to confirm information such as a Social Security or Credit Card Number.
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To remove the button, the following widget declaration should be removed from the code:
<rn:widget path="chat/ChatOffTheRecordDialog"/>
<rn:widget path="chat/ChatOffTheRecordButton"/>
<inlay-oracle-chat-embedded
id="chatInlay"
class="inlay"
site-url="yoursitename.widget.custhelp.com"
off-the-record-enabled="true">
</inlay-oracle-chat-embedded>
You can also enable the off-the-record-patterns attribute if you want to automatically detect and send the chat message as an off the record message, for either credit card or social security numbers.
For additional details, see Oracle Inlay Registry > Inlays > inlay-oracle-chat-embedded > Attributes.
This feature is disabled by default with WCFS
To add the Off the record button you will need to edit the Web Chat component in Engagement Engine > Feature Flags > Enable Off the Record > check the box
You can also enable the Functionality Configuration > Off The Record Patterns if you want to automatically detect and send the chat message as an off the record message based on a pattern: built-in ones are 'creditCard' and 'socialSecurity', custom ones are any valid regular expression string.
It is also possible to consider all messages off the record by default. For steps to enable this functionality, see Answer ID 9641: All the chat conversations between agent and end-user appear as 'message removed' in the chat transcript
