Jonathan Black (JonathanB9941)
Red Alpha, LLC
Principal Software Engineer
Red Alpha, LLC
JonathanB9941 Member since 2018 6 posts
Red Alpha, LLC
Posted: October 10, 2018
Last activity: November 15, 2020
Posted: 10 Oct 2018 7:38 EDT
Last activity: 15 Nov 2020 18:56 EST

How to enable web chat (bot) escalation to live chat

Working with Pega Platform 7.4, Pega Customer Service 7.4, Pega Chat - assume full product suite available for version 7.4

I have a case type that includes web chat as a channel (NOTE: This is NOT the Facebook channel). The web chat asks several questions, but I'd like to have an option to 'Escalate to agent' when a user needs to work directly with a person. I have combed through the Pega Community docs for hours and have seen the docs that reference IVA for Facebook, etc. This is NOT the Facebook channel - I'm specifically asking about how to transfer seamlessly the user from interacting with the web chat/chatbot to a live person agent, hopefully retaining the chat history from the bot.

Can anyone share with me steps to enable this or point me to documentation that describes steps to take? Again, I have web chat bots deployed successfully that create cases automatically. I also have live chat (Pega Chat) up and running with queues and agents. I'm looking to integrate the two - user starts with the bot then escalates to live agent.

Thanks in advance!!

***Edited by Moderator: Pallavi to update platform capability tags***

Pega Customer Service Conversational Channels