Posted: 16 Mar 2016 4:50 EDT Last activity: 7 Apr 2016 9:06 EDT
Can we integrate Pega Chat engine with other livechat application?
We have a requirement in which we need to integrate the web chat widget for a website to the Pega Chat in Customer Service application of Pega so that we can get the interaction feed directly from the chatting widget of the website inside Pega. I just wanted to know whether that is feasible to do and if yes then what would be the way to do that.
Can you elaborate on your needs, please? What is the other chat product or widget? What APIs does it provide?
Note: The Pega Chat engine (i.e. Java based integration) has been deprecated in the 7.1.4 release. Integration to the chat server is now server side.
Broadly, I think you have the following options:
- Trigger interaction start on Pega Customer Service when a chat request is assigned to a CSR. You could call services to trigger this with a new interaction type, class etc. This allows you to leverage service cases and interaction management in Pega. The chat messaging would remain in the other application, so that can be a bit cumbersome.
- XMPP integration: If the other chat product is XMPP compliant, you could attempt to use Pega Chat desktop with the 3rd-party chat server. Some of the XMPP areas (routing etc) weren't standardized, so there will likely be some integration work required.
- Custom integration - You could use the overall Pega Chat UI etc, but would need to write to the 3rd party's API to handle messaging.