SAP Knowledge Base Article - Public

3466950 - Enhancing Customer Identification in Chat Channel Interactions with Custom Payloads

Symptom

"Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental."

  • 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.

Environment

  • SAP Service Cloud Version 2 1.0
  • SAP Sales Cloud Version 2 1.0
  • Agent Desktop (Stand-Alone)

Reproducing the Issue

  1. Go to Profile -> Settings
  2. Search for CTI -> CTI Configuration
  3. Click on Communication Provider and navigate to Channels
  4. Create an new chat channel or use and existing one
  5. Notice the Identify Customer By only has one option "Email"
  6. Do the same for Phone, and notice that Phone is the only value available

Cause

  • Consulting/3rd party integration
  • CTI must be capable of posting the required parameters with values for the scenario to work

Resolution

  • 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.
  • However, customers can enhance automatic search and Business Partner (BP) identification by utilizing custom fields.
  • 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 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": ""
      }
    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.


See Also

  • The same process is also suitable for Phone Channel. See "Phone" channel payload.
  • For now, only Custom Fields 1 - 4 are supported

Keywords

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 , KBA , CEC-CRM-CTI , CTI for SAP Sales/Service Cloud , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 1.0