Embedded Service 26A Reference Implementation with Rules Engine

As part of continued product improvement and providing enhanced customer value for digital communication channels, as of 26A we are introducing a new Embedded Service Reference Implementation with Rules Engine to support the Fusion chat experience on any site. 
This solution offers more flexibility to allow additional business cases and to tailor a true Agentic AI conversational experience which is the future of service. 

In 26A we will give customers full access to the Embedded Service APP from the Visual Builder editor.  The way to configure the ES widget will be similar to DCS portal with a quarterly release of the ES Reference Template version.

Besides that, you will be able to deploy the Embedded Service SDK on any page via a new tag.  This SDK will contain all the properties and rules which you can control to design your ideal conversational experience.  You will be able to change your desired widget branding through the app.css file for higher consistency with your main portals.  Custom strings will also be managed in one file.  

The new Rules Engine is a lightweight client-side framework for executing rules. Its primary focus is deploying and integrating Embedded Service into any website. Rules and action chains can be loaded from a JSON file or via the Rules Engine’s API.

Fusion Service customers that are actively using Engagement Engine rules to enable a chat widget (Embedded Service, Web Chat for Service or Inlay) on their site will need to transition to this new solution.  We will assist you to deploy the latest Embedded Service widget with new Rules Engine on your test site to replace your current setup.  We will make sure you current configuration and rules are supported.  Just log a ticket with My Oracle Support against the Fusion - Digital Customer Service queue and we will guide you for a seamless transition.

• More flexibility to tailor your conversational experience on any site.
• Embedded Service client has same deployment approach as DCS portal through Visual Builder.
• Embedded Service application is owned by the customer and created, customized and deployed in Visual Builder.
  • Extensible to create your own pages and flows in the ES client.
  • Extensive styling properties to design the widget to align with your corporate brand identity.
  • Full control over strings to create a fully localized experience.

Steps to enable and configure

Complete the following steps to deploy Embedded Service (ES):

1. Begin with the Required setup for Embedded Service.
2. Customize and publish your own Embedded Service application from the "Embedded Service 26A" reference implementation template in Oracle Visual Builder (VB).
3. Use the DCS Rules Engine to load Embedded Service on any web page.

Tips and considerations

• Using our latest 26A Embedded Service Reference Template, this feature is automatically available. 
• See component documentation in Visual Builder.
• Note that as from 26A, Engagement Engine rules editor is no longer used for configuring Embedded Service.  You should explore the new deployment option using the ES Reference Implementation with Rules Engine.

Key resources

• Check out the new ReadMe documentation for Embedded Service 26A Reference Implementation.
• Check out the updated Playbook How do I implement Embedded Service?
• Before setting up Embedded Service, it is mandatory to set up DCS following the steps in the Playbook How do I enable Digital Customer Service?
• Explore the ReadMe documentation for the latest Web Chat for Service versions (Embedded Service wraps WCFS chat client).

Access requirements

• Sign in to the Oracle Visual Builder editor as a user with the Developer role to design your Embedded Service chat client experience.