Posted: 2 May 2017 13:36 EDT Last activity: 11 May 2017 11:01 EDT
URL Mapping to PegaChat queues using wildcards
Has anyone had experience using wildcards in the URL mappings for the Chat queues?
We have a demo implementation. We have defined 2 chat queues (General and Returns). In our mapping rules, we want to route chats originating from any page with 'returns' in the URL to the Returns queue.
Based on the Pega CS 7.22 Implementation Guide, we should be able to use a wildcard URL mapping pattern ( opn-eventus-na-ka.rightnowdemo.com/app/*returns* ). However, when we test this, chats from these pages are instead going to our default General queue.
We do have some page URLs explicitly mapped to the Returns queue, and chats from those pages are routing correctly.
Any insights anyone has will be greatly appreciated.
It appears there was an issue with the way I had constructed the URL search strings on the mapping page. When I removed the trailing '*' characters from the search strings, I was able to get the chats routed to the correct queues.
The documentation on setting this part up is a little vague. It would be helpful if clearer instructions were available for defining the URL strings when setting up the queue mapping.