The customer service application provides this capability starting in 7.2.2 (with a hot fix) and OOTB after that. Essentially you can configure triggers in the bot interaction to trigger agent intervention. An agent will get a screen pop and the bot will stop responding. I think it makes for a very smooth transition for the user and the agent.
Hi, thanks for the response. Can you please clarify where these triggers exist? Or if there's some documentation specific to the chatbot interaction rules, that'd also be helpful.
We're currently trying to trigger the screen popup when the facebook user wants to route to a customer service agent, but it's been a slow process trying to identify what all needs to be configured to get the screen popup for chatbot working properly.
We have 7.2.2 as well as the customer service hotfix. But we did not receive documentation associated to the facebook chatbot channel and interaction. We want to make sure we configure everything in the proper way.
Hi Sam, with the CS7.22 and hotfix installed, the escalation to a PegaCS Chat agent is built in. In order to route the Facebook conversation to a human chat agent, the agent must be logged into a chat server named "ChatServer" and have joined a queue called "Facebook". If you don't have a queue called Facebook, you need to create one and configure it so that your agent can join it.
At that point, there are one of two ways you can get escalated. One is to show negative sentiment towards the bot. The other is to ask to speak to an agent or human or real person, etc.
This article covers some of the OOTB commands that come as a part of that CS hotfix. The command "Chat with an Agent" will escalate to the Chat agent.
There are a number of other articles that have been published for the PRPC Facebook channel and CS specific implementation. The last one is where the above article is linked from.