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Siebel Chat Process Flows

Siebel Chat process flows consist of customer-facing and agent-facing activities. Customer facing activities are conducted within a customer-facing application, such as, any self-service Web application. Siebel Chat, by default, provides an API which can be used to integrate the customer-facing application with the Siebel Chat functionality. This API also contains a chat window to be embedded inside the customer-facing application. As such, the customer-facing Siebel Chat interface is a public Web-based interface and the means through which a customer requests a chat with an agent. By using browser-based controls on the customer-facing chat interface, a customer can send text to and receive text from an agent, as well as review content pushed by the agent.

Agent-facing interactions are conducted using the Siebel Chat application that is embedded inside the Siebel Call Center application. The agent-facing Siebel Chat interface is the means through which an agent accepts and conducts a chat conversation with a customer. Through the agent-facing Siebel Chat interface, the agent can send and receive text, push URLs to, and select frequently used text to send to the customer.

For more information about the chat process flows for the customer and the agent, see the following:

• Customer-Facing Chat Process Flow describes a typical chat process flow for a customer.
• Agent-Facing Chat Process Flow describes a typical chat process flow for an agent.