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Off the Record button in Chat
Answer ID 4019   |   Last Review Date 03/18/2019

What does the 'Off the Record' button do?

Environment:

Oracle 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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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:
<rn:widget path="chat/ChatOffTheRecordDialog"/>
<rn:widget path="chat/ChatOffTheRecordButton"/>

For additional information, refer to the 'Chat for customers' section in online documentation for the version your site is currently running. 

See also the 'Configure chat off the record' section. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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