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Off the Record button in Chat
ID de respuesta 4019   |   Revisado 09/07/2025

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.

 

Click to Enlarge

Click to enlarge image


Customer Portal

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"/>
Para obtener información adicional, consulte la sección 'Chat for customers' en la documentación en línea para la versión que su sitio está ejecutando actualmente. 
See also the 'Configure chat off the record' section. Para acceder a los manuales y la documentación en línea de Oracle B2C Service, consulte la Documentación de los productos de Oracle B2C Service.
 
Chat Inlays
 
This feature is disabled by default with Chat Inlays. 
 
To add the Off the record button you will need to set the off-the-record-enabled attribute to "true" with the inlay-oracle-chat-embedded code
 
e.g.

<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.

 

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

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