We are implementing Pega chat with customer service for a client. In this use case, the end customer would login to the external webpage and would initiate a chat while being in an active session on the exterrnal system. This customer then clicks the chat and the agent gets the screen pop on Pega customer service.
The requirement is to pre load the customer information. To do this, the external webpage should send the customer ID and other identifying data to Pega when the screen pop happens. We were able to successfully integrate the chat , when the customer is logged off and there is no context in the exterrnal web page.
1) How do i pass the customer context from the external webpage where the chat client is embedded to Pega ?
2) Which rules would receive the context on the Pega customer service side ?
3) which rule should be modified to set the customer details, so that it shows up on the screen pop ?
I couldn't find any help article or documentation explaining how to pass the context from chat client. Can someone assist on how to do this ?
***Edited by Moderator Marissa to update platform capability tags****
Once this is set, if the customer starts the chat, all these items will be passed over with the chat request to the CSR.
On the CSR Side, an activity called PreFetch is used to process this data. In the OOTB version, we use the ContactId and Account values to establish the context. The properties set in this page are included in the Pop for CSR reference. This activity updates the ChannelServicesInteraction object with the context so that when the Interaction starts.