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 Raju Botu (botur)
PEGA

Pegasystems Inc.
botur Member since 2018 3 posts
PEGA
Posted: October 29, 2019
Last activity: June 26, 2020
Posted: 29 Oct 2019 7:39 EDT
Last activity: 26 Jun 2020 6:31 EDT
Closed

Pega Chat - Start a chat conversation directly with a CSR

We are implementing Pega Chat on Version 8.3. Chat Server is on Cloud.

Client has a requirement that the chat should be directly started with the CSR without any involvement of Chat bot.

From Product Overview guide, i see that this is feasible. But i couldn't find how to configure it.

I have enclosed document used for our configuration.

https://community.pega.com/knowledgebase/documents/pega-customer-service-83-product-overview-guide

Pega Customer Service Conversational Channels
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Posted: 1 year ago
Posted: 5 Nov 2019 10:45 EST
Amit Patel (Amit_Patel)
PEGA
Director, Customer Service Engineering
Pegasystems Inc.
US

  1. In the search box of Dev studio, search and open the SetCommandOnLoad data transform. The data transform is a part of the Work-Channel-Interaction class. 

  2. In the actions 2.2 and 2.3, update the values with the action name specified in the chatbot configuration for escalating to an agent.

    For example, if the bot configuration specifies chat with agent as the action to escalate to chat, enter chat with agent in both the fields.