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Author's profile photo Former Member

New Alternative Chat Client for the CRM Interaction Center – Demo Video

Demo Video

The video below is a demo of a new alternative chat client for the CRM Interaction Center.


The new client includes the following features:

  • A persistent chat window across all screens in CRM so that agents do not have to switch screens to respond or see chat messages.
  • Does not navigate to different screen on accept, allowing faster customer confirmation.
  • Can send messages by pressing enter, or go to new line by pressing shift+enter.
  • Notifies user of new messages while minimized with header bar color change.
  • Clicking “Chat Client” at the top will hide or reveal the client.
  • The chat client will automatically appear when a chat is accepted, and automatically hide itself when interaction ends.
  • Clicking header bar will minimize the chat client, or restore it to its previous size if it is minimized.
  • Possible to switch between two sizes.
  • Allows user to click on a service request number in CAD or chat messages and navigate directly to the request (easily adapted to other objects).
  • Chat transfers are supported and include the transcript of the previous chat.
  • A full chat history for the currently confirmed customer is available in a popup that will be opened when the agent clicks the H icon.
  • Quickcodes
    • Quickcodes are mailforms whose mailform IDs begin with a /.
    • Can be used by typing / then the code ID (for example /HI). Pressing enter once will insert the full mailform text, which can be modified before sending the message.
    • A full list of quickcodes is available in a popup that will be opened when the agent clicks on the Q icon.
    • In the popup, single clicking on a quick code description in the left column will display the full text. Double clicking or pressing enter will insert the message.
    • Quickcodes can be searched by description (autocomplete enabled).
    • Arrow key navigation enabled.
  • Contact Attached Data (CAD)
    • The subject and customer name will appear in the header bar.
    • All CAD can be viewed by clicking the C icon.
    • CAD can be used in chat messages or quickcodes by including the CAD key in square brackets. For example [FirstName]. Pressing enter would replace [FirstName] with the CAD associated with that key.
  • Keyboard shortcuts
    • Switch between IC sessions with ALT+#  (tab number, 1 for first, 2 for second, etc…).
    • Open/minimize/restore chat window with CTRL+SHIFT+C.

Contact Information

Please contact me with feedback, questions, or for more information at

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      Author's profile photo Edwin Molenkamp
      Edwin Molenkamp

      Hi Tom,

      Very nice chat functionality, especially the quickcodes!

      How will this chat client be made available to new customers, or customers that already have implemented a SAP CRM Interaction Centre but want to extend their services to include chat?



      Author's profile photo Former Member
      Former Member


      same question here.. Is this e.g. part of an EHP?


      Rainer Jersch

      Author's profile photo Former Member
      Former Member

      I would really like to understand the availability of this new chat agent.  Please give us an update Tom.


      Author's profile photo Former Member
      Former Member


      Does this works for multichat sessions?


      Author's profile photo Dhruvin Mehta
      Dhruvin Mehta

      amazing functionality , As an CRM/SSF techincal consultant i can see that this can be heavily leveraged in my company , Do you have a How-to guide in order to implement this?