You can use multiple communication channels interchangeably in communication-enabled business processes in SAP Customer Relationship Management (SAP CRM). For example, you can convert an inbound chat interaction with a customer into an outbound call. You can also transform an internal Instant Messaging (IM) conversation to a telephone call or an e-mail. As a result, you can establish multiple communication channels with a customer or colleague at any point in time.

For all blended communications, there is only a single interaction record in the SAP CRM system.

When you start an outbound call during a chat interaction, the channel information for both is displayed. You can toggle between the channels to see individual timers for the elapsed time.