3466950 - Enhancing Customer Identification for Chat/Phone Channel Interactions with Custom Payloads

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• Business aims to augment Business Partner identification in both phone and chat channel interactions.
• Currently, Business Partners can be identified by ANI (phone number) in phone interactions and by email addresses in chat interactions.
• However, relying solely on these identifiers is insufficient, prompting the need for additional parameters.
• The desire is to enhance identification capabilities by incorporating variables such as Customer Name, Telephone number, etc., for both phone and chat channels.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0
• Agent Desktop Side by Side and Stand-Alone
• SAP Cloud for Customer (Agent Desktop Add-On)

• Consulting/3rd party integration
• CTI must be capable of posting the required parameters with values for the scenario to work
• For Chat, by default, the only supported "Identify Customer By" value is "Email."
• For Phone Channel, we use ANI (Automatic Number Identification) which relies on a valid phone number for the interaction to be created.

• Customers can enhance automatic search and Business Partner (BP) identification by utilizing custom fields.
• See "Identify CTI Interaction Using Custom Field Data"
• In Service Cloud Version 2
  1. Go to Profile -> Settings
  2. Search for CTI -> CTI Configuration
  3. Click on Communication Provider and navigate to "Customer Identification Settings" 
  4. Under "Call Attached Data (CAD)" select any of the Custom fields to use first
  5. This will work for Phone, Chat and Messaging
• In SAP Cloud for Customer -> Agent Console Add-On
  1. Go to Administrator -> Service and Social -> Configure Agent Desktop 
  2. Click "Configure Widget and Provider"
  3. Under "Customer Identification Settings", the administrator can select what Call Attached Data to use
     • The CTI will need to pass the information within the payload.
     • The expectation is that payload should also contain the ANI data (phone number in canonical format including the proceeding +) or Email address
     • The phone number or email should be valid ones
• For this scenario to function, the CTI must provide the correct payload (this step is very important).
• In addition to the above Chat payload, the CTI should pass the following variables along with an email address (which can be a dummy one if necessary). 
  
  1. "Custom Field 1" (Payload Field Key = Custom_1)
  2. "Custom Field 2" (Payload Field Key = Custom_2)
  3. "Custom Field 3" (Payload Field Key = Custom_3)
  4. "Custom Field 4" (Payload Field Key = Custom_4)
• These custom fields will be used for BP identification in cases where the end user does not provide an email address during the chat interaction.
• Once correctly implemented, the automatic BP identification would be possible, given the correct payload from the CTI.
• To illustrate the scenario:
  1. We will post the following dummy payload in a window.postMessage() message.
  2. Once this reaches Service Cloud, the system logic will perform additional filter searches for potential BPs matching the parameters given.
     • For example, let's say, in the case of Chat, the following payload is posted: 
       {
         "Type": "CHAT",
         "EventType": "INBOUND",
         "ExternalReferenceID": "3A8C2F6B8D5A1048BEBBDDCC6F2A3EFD",
         "Custom_1": "John",
         "Custom_2": "Doe",
         "Custom_3": "1234567890",
         "Custom_4": "9876543210",
         "Email": "john.doe@example.com",
         "Transcript": "Chat test",
         "Action": ""
       }
     • For Voice/Phone:
       {
         "Type": "Call",
         "EventType": "INBOUND",
         "ExternalReferenceID": "3A8C2F6B8D5A1048BEBBDDCC6F2DFFA3",
         "Action": "ACCEPT",
         "ANI":"+358403573592",
         "Custom_1": "John",
         "Custom_2": "Doe",
         "Custom_3": "1234567890",
         "Custom_4": "9876543210",
       }
  3. Once the message is posted, in the UI the user will get something like the following, where they would be able to make a selection, in the event there are multiple possible options to choose from. Users will also be able to see the information under the Additional Details.
     
     
     

Important Consideration regarding the CTI Integration and BP Identification:

• • • Ensure the CTI sends the correct payload for activities to be created (see the above payload information).
    • Use "Custom Field 1" through "Custom Field 4" for scenarios where an unassociated email has been provided during chat interactions.
    • Proper payload implementation is critical for enabling automatic BP identification.

Viewing and Selecting Identified BPs:

• • • After the message is posted, users can view potential BPs in the UI.
    • If multiple options are available, users can make a selection.
    • Additional details will be visible under the "Additional Details" section, aiding in BP selection.

• The same process is also suitable for Phone Channel. See "Phone" channel payload.
• For now, only Custom Fields 1 - 4 are supported
• If you can't find the CAD settings in your tenant, it's likely that the feature hasn't been enabled yet. In this situation, please contact SAP Support to request activation.

Customer Identification, Chat Channel, CTI Payload, Custom Fields, Business Partner (BP), Email Address, Automatic Search, Payload Fields, AD, CTI, Computer Telephony Integration, Service Cloud, V2, Agent Desktop, ANI, Automatic Identification, CAD, Call Attached Data, Additional Details, Secondary Search Agent Desktop Custom IVR Additional Details , KBA , CEC-CRM-CTI , CTI for SAP Sales/Service Cloud , CEC-CRM-PH , Phone Calls for SAP Sales/Service Cloud , LOD-CRM-SBS-AC , Agent Console Add-on , CEC-CRM-AD , Agent desktop - live channels , Problem