> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/cti-plugins/sap-c4c.md).

# Embed WebAgent in SAP C4C

Configure the WebAgent CTI plugin for SAP C4C.

Configure the SAP C4C CTI plugin when WebAgent must be available inside SAP C4C.

## Prerequisites

* The [shared CTI licensing and plugin enablement prerequisites](/channels-integrations/cti-plugins.md#licensing-prerequisites) are confirmed.
* Shared WebAgent sign-in is configured.
* Shared WebAgent service settings are configured.
* WebAgent and the SAP C4C CTI plugin are enabled for the environment.
* An SAP C4C administrator can configure the CRM integration settings.
* The WebAgent URL for the environment is available.

## Configure the SAP C4C integration

1. Confirm the SAP C4C environment where WebAgent must be available.
2. Confirm the SAP C4C communication provider, widget, and layout requirements with the SAP C4C owner.
3. Add or update the SAP C4C CTI integration entry that loads WebAgent.
4. Enter the WebAgent URL supplied for the environment.
5. Configure SAP C4C widget dimensions, display behavior, and search object selection only when confirmed for the environment.
6. Save the integration.

## SAP C4C configuration reference

Use SAP C4C-specific configuration only when the environment owner confirms that the setting is required.

| Configuration area           | Detail                                                                                                                             | Use                                                                                   |
| ---------------------------- | ---------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------- |
| Communication provider       | SAP C4C must have a provider entry that points to WebAgent. Confirm the active SAP C4C administration path with the CRM owner.     | Defines the provider object that loads WebAgent.                                      |
| Provider URL                 | Use the WebAgent URL supplied for the environment.                                                                                 | Points SAP C4C to the embedded WebAgent instance.                                     |
| Provider ID                  | Migration source uses `widget` as a provider ID. Use this only when confirmed for the customer environment.                        | Identifies the widget provider in SAP C4C.                                            |
| Layout and widget dimensions | Migration source includes Fiori layout and widget height/width concepts. Confirm the active SAP C4C UI model before changing them. | Controls how WebAgent is displayed inside SAP C4C.                                    |
| Display provider control     | SAP C4C may need a Fiori display-provider-control setting for the embedded provider.                                               | Controls whether the provider control appears in the SAP C4C UI.                      |
| Search objects               | SAP C4C can define which objects are searched, such as contacts or accounts.                                                       | Controls the CRM records considered by the CTI context.                               |
| `format-correlationid`       | Optional URL parameter. Append with `&` when another query parameter is already present.                                           | Controls how correlation identifiers are written for SAP C4C activity context.        |
| `phoneformat`                | Optional URL parameter. Append with `&` when another query parameter is already present.                                           | Controls how SAP C4C phone-number links are formatted before WebAgent uses them.      |
| `disable-cti-settings`       | Optional URL parameter, usually set to `true` only for environments where SAP C4C CTI settings must not load.                      | Disables SAP C4C CTI behavior without changing shared WebAgent sign-in configuration. |

## Technical behavior reference

The SAP C4C CTI plugin implementation exchanges notification messages with SAP C4C rather than receiving normal search results from SAP C4C.

| Behavior area                       | Implementation behavior                                                                                                                    |
| ----------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------ |
| Incoming phone search               | Sends `CALL_ALLOCATED` with `Type=CALL` and `ANI=<phone number>`.                                                                          |
| Incoming email or chat-style search | Sends `CALL_ALLOCATED` with `Type=CHAT` and `Email=<email address>`. SAP C4C does not have a separate email type in this integration path. |
| Search result handling              | Returns an internal placeholder record so that WebAgent can continue the CTI flow.                                                         |
| Activity start                      | Sends `CALL_CONNECTED` with `EventType` set to inbound or outbound and includes `ExternalReferenceID` when a correlation ID is available.  |
| Activity completion                 | Sends `CALL_DISCONNECTED` with `EventType=UPDATEACTIVITY`.                                                                                 |
| Outbound calls initiated in SAP C4C | Reuses the activity UUID supplied by SAP C4C so WebAgent does not create a duplicate outbound activity.                                    |

## Validate the plugin

1. Sign in to SAP C4C as a test user with access to the integration.
2. Open the SAP C4C area where WebAgent should load.
3. Confirm that WebAgent opens and prompts for sign-in only when expected.
4. Place a test call or open a test interaction.
5. Confirm that widget display, search objects, correlation, and phone-number behavior match the intended SAP C4C workflow.

## Related topics

* [Configure WebAgent sign-in](/channels-integrations/webagent/configure-webagent-sign-in.md)
* [Configure WebAgent service settings](/channels-integrations/webagent/configure-webagent-service-settings.md)
* [Use WebAgent in a CRM system](/use/handle-conversations/webagent/use-webagent-in-crm.md)


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