we are looking for information regarding the response configuration for the chatbot. In this article, it mentions some of the options, but it does not cover the options below, which we think would be useful to us, like integrating with Pega Knowledge and escalation to CSR:
What are the options Present KM, Start escalation, and Stop escalation used for? do we have some documentation with examples for this?
The second question, as of Chatbot for 8.4 version, can we integrate it seamlessly with Pega Knowledge Troubleshooters?
One thing I noticed is that you can have knowledge categories only for the chatbot downloaded from the self-service configuration portal. If you generate the chatbot's mashup code from Channels and Interfaces, I believe there is no way to add knowledge categories...
Knowledge categories are definitely helpful, but our use case resembles more the functionality provided by the KM troubleshooter. Is there a way to run it from inside the chatbot?