How To Fix CRM_IC_APPL_UI_CHMSG096 - Cannot end, chat session present; finish chat session first

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_IC_APPL_UI_CHMSG - Message class for CRM_IC_APPL_UI_COMMCHANNELS

• Message number: 096

• Message text: Cannot end, chat session present; finish chat session first

Self-Explanatory Message

Since SAP believes that this specific error message is 'self-explanatory,' no more information has been given.The majority of messages in the SAP system have a message text, however this is frequently insufficient to comprehend or resolve the problem.

To make things easier, more detailed information is frequently added to describe the issue, how to fix it, and the necessary steps or configuration modifications.

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_IC_APPL_UI_CHMSG096 - Cannot end, chat session present; finish chat session first ?

  The SAP error message CRM_IC_APPL_UI_CHMSG096 indicates that there is an active chat session that needs to be completed or ended before you can proceed with other actions in the SAP CRM Interaction Center (IC). This error typically occurs when a user attempts to log off, switch tasks, or perform other operations while a chat session is still ongoing.
  Cause:
  The primary cause of this error is that the user is trying to perform an action that is not allowed while a chat session is active. The system requires that all chat sessions be properly concluded before allowing other operations to ensure that no data is lost and that the chat is properly logged.
  Solution:
  To resolve this error, follow these steps:
  
  
  Finish the Chat Session: 
  
  If you are currently engaged in a chat, complete the conversation with the customer. Make sure to follow any necessary procedures for closing the chat, such as saving chat logs or notes.
  
  
  
  End the Chat Session:
  
  After finishing the chat, look for an option to end or close the chat session in the SAP CRM interface. This may involve clicking a "Finish" or "End Chat" button.
  
  
  
  Check for Multiple Sessions:
  
  Ensure that there are no other active chat sessions open in different tabs or windows. If there are, you will need to finish or close those as well.
  
  
  
  Log Out or Switch Tasks:
  
  Once all chat sessions are closed, you should be able to log out or switch tasks without encountering the error.
  
  
  
  Related Information:
  
  User Training: Ensure that users are trained on how to properly manage chat sessions within the SAP CRM Interaction Center to avoid this error in the future.
  System Configuration: Check if there are any specific configurations or settings in the SAP system that might affect chat session management.
  SAP Notes: Look for any relevant SAP Notes or documentation that may provide additional insights or updates regarding this error message.
  Support: If the issue persists even after following the above steps, consider reaching out to your SAP support team for further assistance.
  
  By following these steps, you should be able to resolve the error and continue using the SAP CRM Interaction Center effectively.