Processing Requests

The processing of Siebel Chat requests involves identifying the customer requesting a chat, then creating one or more activity records linked to a contact record or a service request. An activity is always created when a chat is accepted by an agent, and each time a chat is transferred.

This topic includes information about the following:

• Chat Standard Accept Process Workflow

• Siebel Call Center Behavior When Processing Siebel Chat Requests

• Guidelines for Processing Siebel Chat Requests