Siebel Chat Guide > Overview of Siebel Chat >

About Siebel Chat

Siebel Chat is a customer contact channel whereby users in real-time can chat with, for example, a customer service representative (otherwise known as an agent) if they encounter a problem, with a view to troubleshooting and solving that problem.

Siebel Chat is a Web-based application for handling secure chat communications, including the following:

• Handling Siebel Chat interactions using chat-related buttons on the communications toolbar of the Siebel Call Center application.
• Conducting Siebel Chat conversations with a customer by using frequently used text, the URL library, smart share, and by searching the knowledge base and sharing resolutions.
• Creating activities and service requests from Siebel Chat interactions.
• Transferring Siebel Chat interactions to workgroups and agents.
• Terminating Siebel Chat sessions.

NOTE:  The procedures in this guide assume that you do not use the Tree navigation control option to access screens and views. However, you can choose to use the Tree navigation control if required. For more information about setting navigation options, see Siebel Fundamentals for Siebel Open UI.

No programming experience is required to set up and use Siebel Chat. However, basic Siebel application navigation knowledge is required to effectively use the Siebel Chat client. Some planning and information gathering are necessary to set up your Siebel Chat application and have it running quickly and smoothly.

This guide includes information about how to:

• Plan and set up Siebel Chat.
• Configure a communications driver for the Siebel Chat channel.
• Use the Siebel Chat application to handle chat requests.

This guide describes the features of Siebel Chat that are available to a contact center agent. To learn more about setting up and configuring Siebel Chat, review Setting Up Siebel Chat.

Refer to the following Siebel server-side documents on the Siebel Bookshelf:

• Siebel Installation Guide for the operating system you are using
• Siebel System Administration Guide
• Siebel CTI Administration Guide
• Siebel Email Administration Guide
• Configuring Siebel Business Applications
• The Certifications tab on My Oracle Support.

For information about Siebel system requirements and supported platforms, see the Certifications tab on My Oracle Support. For more information about Certifications, see article 1492194.1 (Article ID) on My Oracle Support.

NOTE:  The Siebel Bookshelf is available on Oracle Technology Network (http://www.oracle.com/technetwork/indexes/documentation/index.html) and Oracle Software Delivery Cloud. It might also be installed locally on your intranet or on a network location.