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Function documentationChat

 

Interaction center (IC) agents can use the chat function to process incoming chat messages. The chat function in the IC includes standard chat functions, such as joining chat sessions, sending messages, and transferring chat sessions. Agents can transfer chat sessions to other queues or agents. Agents can also see additional details such as chat subject, location where the customer initiated the chat, and shopping cart items. Further features are described below.

Integration

Chat is integrated with the following IC functions:

  • Toolbars

    Agents use the channel-specific toolbar that is available for telephony, e-mail, and chat. The toolbar options change dynamically depending upon what channel is selected.

  • Interactive scripting

    Agents can use scripts to guide them through the chat session. The script is available directly next to the chat text area, so agents can easily and quickly access the information without navigating to a different screen.

  • Knowledge search

    Agents can use the knowledge search to find solutions to problems or other issues reported by customers.

  • Telephony

    Agents can remain in the chat channel and make a short phone call by using Dial in the toolbar.

  • Interaction record

    Depending on Customizing settings, the chat transcript can be saved and later accessed in the activity clipboard of the interaction record.

Prerequisites

  • The Integrated Communication Interface (ICI) is configured (see Integrated Communication Interface).

  • You have defined the chat profiles in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define Chat Profiles End of the navigation path.

  • You have assigned chat profiles to agents through business roles.

  • If you want to use standard responses, you have defined the standard response group in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define Standard Response Groups End of the navigation path.

  • If you want to add additional knowledge bases for use with chat, you have made the settings for knowledge base implementation in Customizing for Customer Relationship Management under Start of the navigation path Interaction Center WebClient Next navigation step Basic Functions Next navigation step Communication Channels Next navigation step Define Knowledge Base Implementation End of the navigation path.

    For more information about setting up knowledge base for use with chat, see SAP Solution Manager.

  • If you want a list of available queues when transferring chat sessions, Communication Management Software settings are defined.

Features

  • Account identification

    The customer search is automatically started when an incoming chat session is routed to an available agent. The customer's e-mail address or other business partner details are used to determine if customer data exists. If the account is confirmed, then chat transcripts can be saved to the confirmed business partner's interaction record. For more information, see Account Identification/Account Fact Sheet.

  • Standard responses

    IC agents can insert standard responses into the chat text. They can choose from a predefined list of commonly used responses, or can use the standard response screen to search and preview other responses.

  • Knowledge base integration

    You can define which knowledge bases IC agents can access while using the chat function. You can, for example, integrate knowledge bases such as interactive scripts, knowledge articles, mail forms (standard responses), solution database (problems and solutions), or chat transcripts.

  • Multiple chat sessions

    IC agents can process multiple chat requests simultaneously to maximize efficiency.

    Note Note

    For more information about settings for multiple chat, contact your communication management software (CMS) vendor.

    When you use multiple chat, several parallel HTTP sessions are created on the CRM server. This affects the sizing on the server side.

    If you are using multiple chat, the client switch scenario is not supported.

    End of the note.
  • Web shop integration

    IC also supports chat in Live Web Collaboration in SAP CRM Web Channel. You can integrate IC with your Web shop and with Internet Customer Self-Service (ICSS) so that customer requests for assistance via chat are forwarded directly to the interaction center.