Starting a Contact Session
When you select a customer, you start a contact session and can process the customer's request.
To start a contact session:
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Search for the customer, see Searching Customers.
Figure 1. Result of a customer search 
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Select the intended customer.
This starts a contact session with the selected customer, loading the customer data into the current session context. The Intershop Customer Engagement Center now displays the customer overview page (see Customer Overview).
Figure 2. Customer overview page 