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Posted: October 29, 2019
Last activity: June 26, 2020
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
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.
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.