Docs | Web Chat for Service

Web Chat for Service (WCFS)

Fusion Service customers can configure the web chat experience in Embedded Service through Engagement Engine.
B2C Service (RightNow) customers can configure the web chat experience through Engagement Engine.
If you don't have an Engagement Engine account, please log a ticket with Oracle Support.

Releases

Release	Readme	What's New
25.04 (25B)	Readme	New New WCFS Events - Subscribe custom handlers to the new `chatConnect` and `chatDisconnect` events and/or the new `events.load` setting. Hide the retry button - Use the new `showSystemMessageRetryButton` setting to optionally hide the button that appears when there is a connection error. Support linkHandler - WCFS now supports the `linkHandler` and `webViewConfig` settings from the Web SDK. Improved Conditional Surveys - Configure different post conversation message behavior for bots and live agents with the updated `enablePostConversationMessage` and new `postConversationMessageOptionsBot` settings. Advanced pre-launch form styling - Further customize the look and feel of the pre-launch form with the new `preLaunchFormCss` setting. Easier to customize styles - All the `Styles` settings are now strings and thus easier to configure in a textarea in Engagement Engine. Action button size* - The action buttons can now align using the full size of the bubble using the `fullLengthActionButtons` setting key. More reliable disconnects - The `disconnectEvent` now defaults to "pagehide", which improves the reliability of disconnecting non-persistent chats when the page is closed, left or reloaded.
24.10 (24D)	Readme	New Conditional Chat Link - When defined conditions are met show a custom chat link instead of the launch button. B2C Chat Offer Effectiveness - WCFS now supports recording the Visitor Service `offer` and `accept` events for Proactive Chat and Conditional Chat Link with Engagement Engine. Improved Pre-launch form customization - Pattern validation and dynamic fields have been added to the pre-launch form. Improved cross site scripting prevention - We have improved security by adding extra algorithms to prevent cross site scripting. Sometimes these algorithms can be too strict, you can use the setting `sanitizeHtml` to turn it off. Control attachments on the agent side - You can now control if the agent can send attachments to WCFS. Post conversation message - You can now customize the URL with parameters. Sensitive Information Detection - The `subject` connection data field is also checked for sensitive information.
24.07 (24C)	Readme	New Proactive chat - When defined conditions are met show a chat invitation dialog. Support for multiple bots - It is now possible to setup more than one bot on the same page. Sensitive information masking - Besides sending sensitive information off the record it is now possible to either fully or partially mask it. And next to the built-in regular expressions you can now use your own ones. Draggable chat - Enables the user to drag the chat widget out of the way when it's blocking content on the page. Improved Pre-launch form customization - A header and a footer have been added to the pre-launch form and can be customized with HTML. Keep or clear an ended conversation - A new setting key gives more control to whether clear or keep the conversation when the widget is closed. System and post conversation message - The minimize widget and start new conversation buttons can now be hidden. End conversation button - When there is no active connection this button can now also close the widget. Widget position - It is now possible to dynamically update the widget position. Bot name customization - The name of the bot can be added and customized in the conversation.
24.04 (24B)		New Bidirectional file sharing for Fusion - WCFS can now send and receive files to and from a Fusion live agent. No inline CSS - WCFS now has a setting to turn off the inline css insertion. This allows you to have a tighter content-security-policy. B2C page peek & visitor browser history - WCFS now supports these features with Engagement Engine. Authentication - A Fusion JWT can be given to start a chat for an authenticated user. Improved B2C file sharing - Allowed file types can now be customized. Custom icons - Avatars and system message icons now have default values. Agent name customization - The name of the agent can be removed or customized in the conversation. Persistence - Non persistent chats can now disconnect using the beforeunload or pagehide events.
23.12 (24A)		New Post conversation message - When ending a conversation it is now possible to print it. Improved Connectivity - A message is now shown when the user is experiencing network issues. System Messages - Some system messages are now part of the conversation
23.10 (24A)		Improved Persistence timeout - A new parameter `persistenceTimeout` gives better control to the persistence feature. Client greetings - It is now possible to not display the greeting message. File sharing - It is now possible to send files to Chat when connected to a bot.
23.08 (23D)		New Conditional launch button - You can now set conditions to show the launch button by polling for agent availability. With B2C service, office hours can also be used. Improved Connection error messages (B2C only) - Added messages when the connection is established outside business hours, on vacation, or when no agents are available. Additional launch button customization - The launch button can now include text and is fully customizable with CSS. End conversation custom message - The iframe message can now be positioned below the conversation. Message splitting - Long messages can be split. With one click the entire message can be displayed. Wait queue message delay - To avoid the flicker of the wait queue message a delay has been added before showing it. ODA feedback system component - The ODA feedback system component is now supported (ODA 23.10 or higher is required).
23.06.1 (23C)		New Client greetings - You can now configure agent and bot client greetings to overwrite the server-side ones. End conversation custom message - When a conversation ends you can now show a custom message that can optionally include a link or an iframe, the main usage for the link or iframe is to offer a survey. Multilingual support for Fusion - The `locale` setting is now supported for Fusion 23C and above. Dynamically reset the `preLaunchFormFields` setting - It is possible now to reset the pre-launch form after having initiated the widget. Off the record support for B2C - An "off the record" button can be shown at the chat header for the user to start chatting off the record. Sensitive information masking - Messages containing sensitive information (credit card and social security numbers) can be detected and sent off the record to the server. Improved System messages - System messages can now be customized with icons. End conversation flow - With the introduction of the "End conversation custom message" feature, the messages and actions have been improved when a conversation ends.
23.04 (23C)		New Bidirectional file sharing with B2C agent - WCFS can now send and receive files to and from a B2C live agent. Support for multi-level categories in Drop-down list in pre-lauch form - Drop-down fields in the pre-lauch form can now use a tree like structure to allow a categorized list being put in the drop-down field. Improved Color customization - Better support for customizing colors, fields and buttons.
23.02 (23B)		New User Is Typing Indicator & Sneak Preview for B2C - The first release only supported the agent is typing indicator, now we fully support the user and the agent get visual confirmation that both parties are engaged in the conversation. Support Custom Fields in Pre-launch Form - Like in Inlay, now we fully support custom fields as input fields in the pre-launch form. Support Embedded Mode - The embedded mode is supported now. The pre-launch form can be used in this setup. Dynamically update the `connectionData` setting - An added method allows you now to update the connection data after having initiated the widget. Support for New Standard Fields for Fusion Service - Fusion has extended the supported list of standard fields and they have been included in this release. Support Persistence - When navigating away and back or reloading the page, the connection with Chat is not lost anymore but re-established. Improved The setting `userInfo` is now called `connectionData` - The name of the setting now is more representative of what information it contains. The setting `botNames` is depreciated - If the Chat Server is running version 23.02 or later this setting is not needed anymore to distinguish bots from agents.
22.12 (23A)		New Support for Oracle Chat Server and ODA "DA as an Agent" for both B2C & Fusion - WCFS establishes the chat session between a chat agent and an end user. When the chat agent is configured as a "DA as an Agent" channel in ODA then the conversation happens with its associated Digital Assistant which can also support Live Agent Transfer. Pre-Launch Form - Before establishing the connection, an optional form can be shown so the end user can enter information needed to start a chat session.