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Receiving a New Chat

Generally, a customer requests a chat by completing a chat request form. This form can include the following information:

  • Product Type. The Product Name or Serial Number.
  • Problem Summary. A short description of the problem.
  • Problem Description. A detailed description of the problem, including the steps or activities that let up to the problem's occurrence.
  • Name. The customer's first name and last name.
  • Email Address. The customer's email address.
  • Phone Number. The customer's contact phone number.

Siebel Chat uses the information that the user provides on the chat request form to route the chat interaction to a particular workgroup queue.

When an agent (using the Siebel Call Center application) receives a new chat:

  • Either the Accept Work Item button on the communications toolbar flashes to notify that a chat request has been queued, or the chat tab flashes to indicate that a new chat has been automatically accepted and queued to the agent.
  • At the same time, the communications toolbar displays a message to identify the user requesting a chat, for example, as follows:

    Chat Request from

  • When the agent accepts the chat, the customer dashboard automatically prepopulates with the following information, if provided by the customer on the chat request form:

    Customer Name
    Phone Number
    Email Address

    For anonymous chat users, the customer dashboard remains blank. For more information about the customer dashboard, see About the Customer Dashboard.

  • If a known customer provides a new phone number or email address on the chat request form, then this information is flagged as new to the agent when displayed on the customer dashboard.

    Agents can then update the customer's contact information, as described in Updating Customer Contact Details Using the Siebel Chat Dashboard.

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