Support by Chat 
Use
When customers need assistance in a Web shop or in Internet Customer Self-Service (ICSS), they can request to chat with an agent. For example, a customer may want more information on a product, or need help navigating in the Web shop or in ICSS.
Prerequisites
The customer is online and has requested to chat with an agent.
Agents have made themselves available.
Features
Customers can:
· Choose to chat with the agent with whom they chatted previously
· Choose a font style
· Exchange files and URLs with the agent
· Print or save copies of the chat
Specifics of Interaction Center WinClient
Chatting with Customers
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1. On the Customer tab page, select the customer to chat with. (You can chat with more than one customer at the same time.)
On the Chat tab page, a message indicates that you have accepted the request to chat.
The BP Information tab page displays information about the customer.
2. Enter a response to the customer and choose Send.
You can use default SmartTexts for texts that you use frequently such as Good morning, How may I help you?
You can change the font style in which you are chatting with the customer.
3. If necessary, use the knowledge search to research the customer’s query. See:
4. Send your response to the customer.
You can use default SmartPages to send frequently requested files or URLs such as product specifications and company Web sites.
5. If you want to annotate the interaction, enter your notes in the Comments field.
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Specifics of Interaction Center WebClient
You can integrate live Web collaboration (LWC) chat with the Interaction Center (IC) WebClient in B2B and B2C. This requires you to:
● Maintain an e-mail address for B2B/B2C users in the back end
● Maintain the agent as a business partner with the role Employee
You must maintain the agent’s first name, last name, and e-mail address for this role.
See Also:
●
Chat
● SAP Solution Manager ® Business Processes ® Live Web Collaboration