Posted: 2 May 2019 4:05 EDT Last activity: 7 Aug 2019 15:16 EDT
PEGA Chat UI Message
I'd like to customize PEGA chat message where the message get displayed when chat that comes in no Advisor is available for that queue. On my PEGA application I've configured the expected message in "Agents not available" textbox in Chat Server Configuration but this message wouldn't get loaded instead it always shows the default message from firefly server script as mentioned below.
"Chat is not available at this time for Asia Pacific queue".
But I wish to display the following message "Thank you for your chat request.
No Advisors are available at this time. Please wait until regular business hours for the region or email GuidedWorkSolutionProject@kellyocg.com.
Is there any way to edit script in Firefly server by using valid login credentials ? If not how to achieve
Please share your tips / ideas it may help to find my analysis with more effective.
For reference attached displayed message from firefly server.
***Edited by Moderator: Pallavi to update platform capability tags***
The ability to customize the various system generated strings works out of the box if Pega CS 7.4 or above and the Chat Engine 7.4 or above are used. If you have your Chat Engine installed On Prem, please upgrade it to the latest version. If you are using the Cloud Hosted Chat Engine, is it possible to upgrade the Customer Service version to atleast 7.4? If not, we can still help you with the customization which will involve some manual work using a 3rd party tool on your end. Please raise an SR if you are unable to upgrade to Pega CS 7.4, and we will help you with documentation.
Can you elaborate on what configuration issues you are having? The Chat Widget can be configured on the Chat Server landing page for look and feel. Messages and texts can also be customized in the Chat Server Landing page.
This can be achieved via language pack xml. The standard language pack xml provided with product has these messages, we need to define a new custom locale and changes the messages / or translate in case if its not English and upload in Chat config landing page