Accept an incoming chat request from the Source-to-Pay Workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read

    • As a supplier fulfiller, accept an incoming chat request from the Supplier Manager Workspace Inbox to start a chat session with a supplier contact.

    Before you begin

    Role required: sn_slm.owner

    Procedure

    1. Navigate to All > Supplier Lifecycle Operations > Source-to-Pay Workspace.
    2. Select the Inbox icon (Agent inbox icon).
    3. Select Available from Status to indicate that you are available to accept the incoming chat request.
    4. When a chat comes through the chat queue, select Accept.

      You are automatically connected to the supplier contact in the chat queue. The Active Chat panel displays a pre-chat message acknowledging the chat request. You can review the information before you enter a response in the Active Chat panel.

      A new interaction record is created and chat details are displayed on the Details tab of the interaction. For more information, see Virtual Agent interaction records.

      Table 1. Interaction tabs
      Tab Description
      Details Displays details about the interaction.
      Supplier Information Displays information about the supplier.

      For more information, see View information on supplier cases.
      User's Tasks When a supplier contact communicates with an agent through chat, phone call, or SMS, the User’s Task related list shows the agent all of the other tasks that have been created for the supplier contact.
      Supplier cases Shows all the supplier cases associated with the interaction record.
    5. From the Active Chat panel, interact with the contact who initiated the chat through the Public Chat tab or chat with another user for any information related to the current chat queries through the Private Chat tab.
      From the Agent Chat panel, do the following:
      • To chat, enter a message and select the send icon (Send chat icon).
      • To send an attachment, select the send attachment to chat icon (Attachment icon), select the file to attach, and select Open.
      • To transfer the chat to another available agent, select the transfer to agent icon (Transfer agent icon) and select the agent name.
    6. Perform additional tasks by selecting the following UI actions:
      Table 2. UI actions chat panel
      UI action Description
      Create Supplier Case Creates a new supplier case. For more information, see Create New Supplier Case form.
      End Chat Ends the current chat session.
      Save Saves any updates you made to the chat information.
      More actions icon (More actions icon.) Select Associate Record to associate an interaction to a supplier case.

    Result

    The incoming chat request from the Supplier Manager Workspace Inbox is accepted and a chat session with the supplier contact is initiated.