How can we see email of customer in Chat interaction?

[carlosfernando_rivasguerr]

Hi,

We have SAP Contact Center FP16 configured and working for chat with ECF functionality. It really works great, but we want to see the customers's email in the interaction window of the Communication Panel.

As we can see in help.sap.com guides, in the interaction window of the Communication Panel, if the interaction type is Phone Call, in the source colum appears the phone number of the customer. If the interaction type is email, in the source colum appears the email of the customer.

We use the new visitor chat configurator app, and we select the optio for asking a name and email before start the chat. But when the chat ends and we want to see some info in the interactions view, the interaction colum only shows "{Protected}".

Also, we read that for an email to be displayed in the view, the handling duration must be within the time limit. In chat and phone contacts, the criterion is the arrival time, but it doesn't clear for us how it works.

Is there a way to configure the system to show the registered email that the customer puts before to start the chat session?

Regards.

[former_member736352]

Hi Carlos,

you are now checking system wide history and not customer history. If you wish to see interactions from a client then:

1. create a customer to directory
2. add phone and email info for the customer (you can also create new directory field called Facebook ID if you wish to match FB as well)

Once those are set you can see under directory entry "Interactions / (Conversations in FP17)" tab and all contacts with this customer. Please see attached directory.png for an example.

Additionally in FP17 we have brought the same feature directly to Extension Area and agent can see the same info without going to directory. Please see FP17.png for an example.

Br,
Jukka

[carlosfernando_rivasguerr]

Hi Jukka, thanks for your information.

I already have the customer created in the directory with basic informaytion (phone and email). I started various chat sessions, but te interactions doesn't appear in the customer details info of the directory, meanwhile in the chat session i can see past interactions without a problem.

Actually we have SAP Contact Center 7.0 FP16 HF109.

It would be necessary to update de FP level of the SAP Contact Center? FP17 is already released?

Regards