What does the 'Off the Record' button do?
Oracle Service Chat, Feature - Off the Record
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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This feature is enabled by default with Customer Portal.
To remove the Off the Record button:
In Customer Portal the file used to load the chat page is called chat_landing.php and is found in the following WebDAV directory: /euf/development/views/pages/chat
To remove the button, the following widget declaration should be removed from the code:
For additional information, refer to the 'Chat for customers' section in online documentation for the version your site is currently running.