1. Chat Guide
  2. General Siebel Chat Features

General Siebel Chat Features

The following general features are available for Siebel Chat:

  • Communications Toolbar Enhancements. Using the communications toolbar, agents can sign in to Siebel Chat and make themselves available for incoming chat requests, put chats on hold, transfer chats, release chat sessions, and close chat interactions.

  • Customer Dashboard Enhancement. The customer dashboard alerts the agent if a customer requesting a chat provides profile information that does not match the contact record.

  • Siebel Chat Interaction Tracking. Every incoming chat interaction is tracked as an Activity under either a Contact or Service Request record. The chat transcript is also attached to the Activity record.

  • Workspace Persistence. During multiple simultaneous Siebel Chat sessions where the agent can switch between chat sessions, the application holds the context for each customer. In addition, the customer dashboard persists with the chat session.

  • Agent Anonymity. This feature enables agents to have an alias (or use a different first name).

  • Anonymous Chat. This feature allows a customer to chat with an agent anonymously.