SAP C4C Integration
  • 27 Nov 2022
  • 2 Minutes to read
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SAP C4C Integration

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Overview

The CommBox module channels SAP supports include WhatsApp, CB Chat, Email, and SMS. The connection process is with an Single Sign-On (SSO) process.

How to enable the SAP C4C connector

Watch this video for a step-by-step walkthrough of how to set up enable the SAP C4C connector.

Initial connection from CommBox’s Agent Workspace

The following steps will enable users to connect the Agent Workspace to the SAP REST API:

  1. Under settings, in the channel SAP C4C integrationInstall.
  2. In the SAP C4C integration settings, the following fields are required:

2.1. URL - API endpoint URL, which will be the path to the SAP API endpoint

(Please note: this is not the web URL - Login)

Usually, the URL will appear in this format:
https://www.sap.{{brand name}}.co.il/odata/sap/tabula.ini/{{brand name}}

Test SAP connection

To make sure that the endpoint URL is correct, you can use Postman using the Endpoint URL, user and password:

2.2. Username - the username in the API call to SAP

2.3. Password - the user password in the API call to SAP

2.4. Contact Synchronization Frequency (Minutes) - leave it as “1440”.

1. At this stage, the relevant channel needs to be connected to SAP (the relevant options include WhatsApp, Chat, SMS, or Email):

Settings → choose the relevant channel → SAP C4C integration → Activate (toggle to on)

2. Under the Settings & Features section, click on the icon titled Privacy & Security → General → activate Allow manage to be embedded in iFrame.

Connection from SAP platform (Enable CommBox as an iFrame):

Administrator’s side

To view Agent Workspace as an iFrame in the SAP platform, the following steps are will need to be implemented:

1. Log in to SAP.

2. Administrator Service and Social → Live Activity Configuration.

3. Under Provider URL, type in the relevant brand in the Agent Workspace.

Please note: this is the brand that will pop up; it’s possible to connect only one brand simultaneously.

4. Click Save.

Agent’s side

1. On each shift, the agent will log in to SAP.

A new step is required for brands that use CommBox as their omnichannel platform.

2. The agent should click on , on the top right, and the agent should log in to CommBox’s Agent Workspace.

Use-Cases types

Use Case 1 - Message’s route to an available agent

  1. A supervisor or bot will assign the conversation to an available agent.
  2. A pop-up will appear in that agent’s inbox with the relevant conversation.

Use Case 2 - An agent accepts the conversation

Once an agent clicks on the conversation → if the contact information was recognized:

  1. The Customer Info Card will appear on the SAP platform.
  2. The iFrame will contain the Customer Info Card details.
  3. An activity is open under the Customer Info Card.

Use Case 3 - If the contact isn’t identified within SAP

  1. In the iFrame - The customer’s name in the conversation will be displayed as “anonymous”
  2. The agent will need to create a Customer Info card manually.
  3. After creating the customer in SAP, the customer will be sent another message to confirm the contact details. Once they have done so, the identification process will be activated, and their identity will be confirmed.

Use Case 4 - Agent handles the conversation with the customer

  1. After the agent answers the contact, the agent can minimize the iframe.
  2. If the contact responds to the agent’s answer, the conversation is shouted again and again, and a pop-up will appear again to the agent.

Use Case 5 - Agent finishes the conversation

The agent moves the call to the correct status (e.g., Resolved status)

As a result:

  1. Transcript and attachment are saved under that ticket in the customer card.
  2. The agent can see the activity under Timeline.

If it is handled by the bot (without passing it to a live agent), the bot will complete the entire procedure unassisted.




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