---
sourceDocument: Zurich Finance and Supply Chain
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/source-to-pay-operations

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Finance and Supply Chain

ft:clusterId :

    - stpop

bundleId :

    - stpop

workflow :

    - Employee


---

# Accept an incoming chat request

# Accept an incoming chat request from the Source-to-Pay Workspace {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 AllSupplier Lifecycle OperationsSource-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](https://www.servicenow.com/docs/access?context=va-interactions&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US).
   {#accept-chat-supp-ws__table_ljw_tmp_wwb__entry__2}

   | Tab | Description |
   |-|-|
   | Details | Displays details about the interaction. |
   | Supplier Information | Displays information about the supplier. For more information, see [View information on supplier cases](https://www.servicenow.com/docs/CmxfebqveLVKpfVvpHIvQw "The Supplier Information tab shows details about the supplier and the supplier contact, a summary of all the open and overdue cases, and a list of all the cases by their priority."). |
   | 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. |
   [Table 1. Interaction tabs]

   {#accept-chat-supp-ws__table_ljw_tmp_wwb}
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.
   {#accept-chat-supp-ws__ul_ef3_lxy_5wb}
6. Perform additional tasks by selecting the following UI actions:  
   {#accept-chat-supp-ws__table_vyd_mbz_5wb__entry__2}

   | UI action | Description |
   |-|-|
   | Create Supplier Case | Creates a new supplier case. For more information, see [Create New Supplier Case form](https://www.servicenow.com/docs/DSU828WRqF80CF8uXtjLzg "Use the Create New Supplier Case form to enter supplier case details and provide resolution information."). |
   | 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. |
   [Table 2. UI actions chat panel]

   {#accept-chat-supp-ws__table_vyd_mbz_5wb}

## Result

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

* [Manage supplier details](https://www.servicenow.com/docs/_ZSbNm8GNmTdB_~yu9SmGw "As a supplier manager, view all the information about a supplier, view supplier locations, manage cases, and view procurement information.")
* [Manage internal stakeholders](https://www.servicenow.com/docs/OhnKwYkKRL7bYXQF_llu8A "Internal stakeholders represent key relationship types associated with a supplier such as Business owner, Category manager, or Procurement manager. Mapping internal stakeholders to a unique relationship type enhances governance data visibility and facilitates effective relationship management with a supplier.")
* [Manage supplier contacts from the Source-to-Pay Workspace](https://www.servicenow.com/docs/V77zDK2VMIudTDKo72xfrQ "Add or remove supplier contacts, elevate access or remove elevated access to contacts from the Source-to-Pay Workspace.")
* [Manage supplier cases from the Source-to-Pay Workspace](https://www.servicenow.com/docs/apowBKUl6_snYgKu_Mm1EQ "You can create and manage supplier cases for suppliers in the Source-to-Pay Workspace.")
* [Manage supplier tasks from the Source-to-Pay Workspace](https://www.servicenow.com/docs/o63NiSczZ9NOfaKVwoA~2Q "You can create and manage tasks for suppliers and internal users in the Source-to-Pay Workspace.")
* [Interaction Management in Supplier Lifecycle Operations](https://www.servicenow.com/docs/yTHDO9xBswOc70eZWdhbkw "Interactions are a centralized location for all communication channels available in Source-to-Pay Workspace. Interaction Management involves managing supplier-related queries from different sources, such as an email, chat, message, or SMS.")
* [Composing emails with predefined content from the Source-to-Pay Workspace](https://www.servicenow.com/docs/IWMWMv3suiQ7PI6WtIDgVg "Insert predefined content into the message body of emails that you send from the email client in the Source-to-Pay Workspace.")
* [Overall supplier dashboard](https://www.servicenow.com/docs/1NbgWwKglKLl~iY74NVWJQ "The Overall supplier dashboard provides a comprehensive view of the entire supplier base's performance in one centralized location, aggregating data across all suppliers to give you enterprise-wide insights.")
* [Emails view for supplier managers](https://www.servicenow.com/docs/QahmAQ_FIf3p2V1yp1pI1g "Supplier managers can access all emails including system-triggered emails, inbound replies, and error emails from the Source-to-Pay Workspace at case, task, and supplier levels.")
* [Using Source-to-Pay Workspace](https://www.servicenow.com/docs/kId9gKlrlTCQVjq1zgZ1bQ "As a supplier manager, use the Source-to-Pay Workspace to import or create suppliers, add key contacts, add supplier locations, and manage the supplier cases assigned to you.")  
**Related tasks**   

* [Create a supplier from the Source-to-Pay Workspace](https://www.servicenow.com/docs/75rP4K2omqWMXb1q06gsvg "Create a supplier to quickly onboard the supplier using playbooks and start purchasing goods and services.")
* [Offboard a supplier from the Source-to-Pay Workspace](https://www.servicenow.com/docs/orRkSlddnagAyP6BfWgpuQ "Offboard a supplier due to performance issues or when you learn that the supplier follows practices that are inconsistent or unethical.")
* [Create supplier case from Universal Request](https://www.servicenow.com/docs/AVOtAdKQQ9~eltBD_GL2nw "Routing agents can create a supplier case from the Source-to-Pay Workspace to resolve a Universal Request.")

*[\>]: and then