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Michael Greenwood (Michael Greenwood)
Saltech Consulting
Saltech Consulting
Michael Greenwood Member since 2017 8 posts
Saltech Consulting
Posted: March 26, 2020
Last activity: March 26, 2020

Self Service Advisor transition options to assisted channels.


I am trying to implement a self service advisor in Pega 8.4 customer service. We have a chat server set up but no CTI. 

The use case and features I need is the same as shown in the video in this link

I have managed to configure the advisor, download the code generated and embed in my web page (which for test purposes is a pega portal).

Need help button


I can create a case and work through automated chat bot questions, and also can show knowledge management categories. 

What I would like to do now is to transition to a person. So far I have been able to do this by starting a case 'chat with agent' via a keyword such as escalate. Whilst this works fine and I can connect with a call center agent this way its a bit clunky. 

In the video in the link above there are some buttons available at the bottom of the self service advisor to move to assisted channels. 

pega demo advisor


The advisor I have looks like this:

test advisor


If I click on need more help I am now in to a chatbot but there are no links to the assisted channels. 

test chat



What am I missing? Is there an configuration option to show these links to assisted channels? 






Pega Chat 8.1 Conversational Channels Cross-Industry Solutions Consultant
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