Shankar Dinesh Bhaniga (Dineshsb1)
JP Morgan Chase
Lead System Architect
JP Morgan Chase
Dineshsb1 Member since 2013 25 posts
JP Morgan Chase
Posted: February 28, 2018
Last activity: March 2, 2018
Posted: 28 Feb 2018 16:57 EST
Last activity: 2 Mar 2018 6:06 EST

Product Enhancement - Pre Chat Answers need to refer clipboard pages when the chat is invoked

Business Requirement : -

Chat would be plugged into a Pega Harness . We have various fields on the UI where the user would be entering the details . We need to retrieve the values from these fields and populate the pre-chat answers .Based on these pre-chat answers we have customized the interaction case to show various information for the CSR .

Please note the chat is enabled in a different pega application than the CSA application .

Implementation :-

We are using the inline chat mode by plugging in the java script code provided to us .The chat icon is loaded on the bottom right hand side of the pega screen .We are using Pega JSP tags to read the values from the clipboard and populate the pre-chat answers within the java script code .

Challenge :-

Since the script gets loaded only once, it doesnt take the latest changes to the fields on the UI there by populating the stale data into pre-chat answers . We need a way to populate the pre-chat answers only when the chat is invoked so that we always have the latest information .

Note :- Please refer to the SR provided for more details .

Pega Customer Service Support Case Exists
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