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. Once terminated, the off the record message in the chat transcript in reports and incident transcript will appear as "Message Removed" instead.
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Customer Portal
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>
Note that, by default, credit card and social security numbers will be automatically detected and the message will be sent as an off the record message without any additional steps required on end user side. You have the option to disable one, or both types of numbers by using the off-the-record-patterns attribute with the inlay-oracle-chat-embedded code.
e.g.
The code below will only send as off the record credit card numbers, but not social security numbers:
<inlay-oracle-chat-embedded
id="chatInlay"
class="inlay"
site-url="yoursitename.widget.custhelp.com"
off-the-record-patterns='["CREDIT_CARD"]'>
</inlay-oracle-chat-embedded>
The code below will not send as off the record either credit card numbers, or social security numbers:
<inlay-oracle-chat-embedded
id="chatInlay"
class="inlay"
site-url="yoursitename.widget.custhelp.com"
off-the-record-patterns='[]'>
</inlay-oracle-chat-embedded>
For additional details, see Oracle Inlay Registry > Inlays > inlay-oracle-chat-embedded > Attributes.
Web Chat for Service (WCFS)
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
