Discussion
Pegasystems Inc.
US
Last activity: 31 Jul 2021 8:51 EDT
Ask the Expert - Pega Customer Service, Pega Chat and ChatBots with Amit Patel
Join @Amit_Patel in this Ask the Expert session (19th – 30th July) on Pega Customer Service with special focus on Pega Chat and Chatbots!
Make sure to Favorite and Subscribe to be notified when we open it on the 19th!
Meet Amit:
Amit is a Director of development for the Pega Customer Service product. He has 20+ years of software development experience with half of those being here at Pega. He is very much hands-on in the Customer Service product development and has been driving the Chatbot and messaging features for the last 6 releases (8.1 to 8.6).
Message from Amit:
Hi all! I’ve been pretty involved in answering ad hoc questions on the Pega Collaboration Center related to Chat and Chatbots. I’m glad to join this Ask the Expert forum and answer any further questions that you may have. I have a direct influence on the product roadmap, so I’m also open to suggestions for future enhancements. My goal is to make these feature easy to implement and powerful to use for our clients and your customers.
Ask the Expert Rules
- Follow the Pega Collaboration Center's Guidelines
- This is not a Live Chat - Amit will reply to your questions over the course of the 2-week session (19th – 30th July)
- Questions should be clearly and succinctly expressed
- Questions should be of interest to many others in the audience
- Have fun!
Pegasystems Inc.
US
This session is now open to questions for our Expert @Amit_Patel
Ask the Expert Rules
- Follow the Pega Collaboration Center’s Guidelines
- This is not a Live Chat - Amit will reply to your questions over the course of the session (19th - 30th July)
- Questions should be clearly and succinctly expressed
- Questions should be of interest to many others in the audience
- Have fun!
Updated: 19 Jul 2021 13:50 EDT
Serendebyte Inc
CA
Hi @Amit_Patel, Thanks for these sessions. This is really helping us a lot. I have few queries around Digital web messaging.
1. "Welcome," Command is not getting triggered in the DWM. It is always showing the default text which is configured in DWM Channel.
2. Do we have any option to include knowledge articles as we used to do in legacy webchat?
4. Do we have any implementation guide to configure Proactive chat. It was very high level in the PDN?
5. How to remove "Powered by Pega" in the DWM? Changing cyDisplayLogo is not taking effect in DWM?
Thanks in advance.
Pegasystems Inc.
US
@PRAVEENKUMARS0792 I'm glad to hear that these sessions are helpful. We're also glad to hear that you are starting to use and test out the Web Messaging channel. As of 8.6, the existing Webchat channel is being marked as Legacy and will be deprecated. The Web Messaging channel will be the future of the Chatbot UI going forward.
As this is the first release of the Web Messaging feature, we have focused on the most commonly used features first. We will continue to iterate and improve on the configuration and usability of the channel. To answer your individual questions:
1) This is in our current backlog and targeted for the 8.7 release. The welcome message that's configured in the Channel landing page will be used and the one in the Digital Messaging Manager will be removed. This will make the configured message standard across all channels that are supported by the Digital Messaging.
2) This is on our roadmap, but not yet tied to a release. We want to make sure that the approach we take with KM will work across all supported channel types. In channels like Facebook Messenger, WhatsApp, etc, we don't control the UI and the types of messages that are supported. So, however we expose KM in the WM channel, we need to make sure we have a graceful way to fallback when it's not supported.
@PRAVEENKUMARS0792 I'm glad to hear that these sessions are helpful. We're also glad to hear that you are starting to use and test out the Web Messaging channel. As of 8.6, the existing Webchat channel is being marked as Legacy and will be deprecated. The Web Messaging channel will be the future of the Chatbot UI going forward.
As this is the first release of the Web Messaging feature, we have focused on the most commonly used features first. We will continue to iterate and improve on the configuration and usability of the channel. To answer your individual questions:
1) This is in our current backlog and targeted for the 8.7 release. The welcome message that's configured in the Channel landing page will be used and the one in the Digital Messaging Manager will be removed. This will make the configured message standard across all channels that are supported by the Digital Messaging.
2) This is on our roadmap, but not yet tied to a release. We want to make sure that the approach we take with KM will work across all supported channel types. In channels like Facebook Messenger, WhatsApp, etc, we don't control the UI and the types of messages that are supported. So, however we expose KM in the WM channel, we need to make sure we have a graceful way to fallback when it's not supported.
3 (it's 4 in your post)) Proactive chat for Web Messaging is not yet available. It's targeted for the 8.7 release. The implementation guide will be updated with details once they are available. If the question is about legacy Web Chatbot, the triggering of the proactive chat is actually implemented on the webpage it self. The Pega Helper JS file that's downloaded as a part of the deployment has a public API that can be invoked to trigger the Chatbot. Refer to https://community.pega.com/knowledgebase/articles/pega-customer-service/apis-support-proactive-chat for more details.
4) Currently this is not doable by a client. The configuration will be provided in the near future to control the display. For now, it can be done with the Pega Chat team directly. You can just file and Incident report with your instance details.
Serendebyte Inc
CA
@Amit_Patel Thanks for the detailed response. We have an OOTB functionality to submit emails when agents are not available. But its not working for DWM. The offline chat sub flow itself is not configured in the MCP flow. Does this mean the mentioned functionality is not done as part of 8.6? Will that be available in future release or am I missing something?
Pegasystems Inc.
US
@PRAVEENKUMARS0792 The ability to send an email when the Chat is offline was a feature of the Legacy Webchat. While that feature is not yet available with Web Messaging, we are working on adding many additional functionalities that will make that use case moot. Web Messaging will be able to support fully asynchronous chat so that a customer can send a message to an agent and then close their browser. The agent will see the message when login, and reply back. Once the customer logs back into the page, they will see the agent's reply. This along with the ability to transfer to another channel means the agent is never really offline, just not currently available.
Updated: 21 Jul 2021 13:17 EDT
Serendebyte Inc
CA
@Amit_PatelThanks for your response. I was trying channel switching capability and I am facing few issues. After switching the channel from web messaging widget, Agent is not able to send any messages to the user as the chat area is disabled. Sometimes it is enabled but the message is not reaching the customer to the new channel. I tried sending out an message from the transferred channel as a customer, I am able to see that in the agent portal, but agents cant able to reply it back. Could you explain the process around it which could help me solve the issue? PFA
Note: Channel Switching works when the agent and customer is not connected.
I am getting the response from connect rest as well. PFB for response
{"timestamp":"2021-07-21T16:39:24.722Z","account_id":"chat_cae58a26-e95c-4a4b-a9ca-451af3422c18","source":"chat","visibility":"private","source_id":"498a85dc-a76b-4b3c-b586-2374faef5d3e","date":"2021-07-21T16:39:24.770Z","recipient_profile_id":"49a8c64f-dded-45f4-b65b-d2266de4df77","sender_profile_id":"cae58a26-e95c-4a4b-a9ca-451af3422c18","content":{"text":["adsf"],"customer_id":"be0133e1a80c494394a1d81b920c38aa","type":"text","csr_name":"Praveen Kumar"}}
Pegasystems Inc.
US
@PRAVEENKUMARS0792 Hi Praveen, that seems like it might be a bug, and the best way to handle that is through an INC. But one thing I did want to mention here is that when the end user transfers to a new channel, the end user MUST send the first message. This is a limitation in the channel itself, where FBM, WhatsApp etc does not allow the app to send unsolicited messages. Once the end user establishes the initial contact, then the app can send messages. So a part of your experience sounds like it's expected, but the one where the agent side remains disabled does not. Please reach out to GCS and file an INC and it can be handled appropriately.
Serendebyte Inc
CA
@Amit_Patel Hi Amit, Thanks for your information. I will reach out GCS.
Tech Mahindra
IN
Hi @Amit Patel, Thank you for your time for responding to our queries its been helpful. I have some queries related to proactive chat in legacy chatbot.
1) Currently I'm in the process of invoking proactive chat in legacy chat bot and i began making the changes in pegahelper.js file, im facing an issue , the code stops executing after "PegaUtilEventListener" and the service for getting availability is not getting called. Could you let me know if im missing something?
2) Could you suggest if i can call "pega.chat.proactivechat.offer" manually in the pegahelper.js file.
3) If possible , could you share a pegahelper.js file with proactive chat enabled for reference purposes?
Pegasystems Inc.
US
@VigneshN3108 Hi Vignesh, you should not be making any changes in the PegaHelper file. You should follow the API usage described in https://community.pega.com/knowledgebase/articles/pega-customer-service/apis-support-proactive-chat. The short answer is yes, you should call pega.chat.proactivechat.offer directly and pass in the required parameters.
Pegasystems Inc.
US
Thank you to @Amit_Patel for a great Ask the Expert session on Pega Customer Service, Pega Chat and ChatBots!
Thank you to everyone who asked Amit questions!
Stay tuned for our next session with Anil Konakandi (@konda) on DevOps!
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