Question
BUPA
AU
Last activity: 5 Dec 2017 4:28 EST
PEGA CHAT Enhancements in 7.31
Pega has recently launched Pega CHAT 7.31. I want to know the scope of this upgrade based on the below points:
1. How Pega chat client can send authentication cookie/header to application server to distinguish Authenticated/Unauthenticate/Guest users?
2. How Pega is enhanced to handle Pre-Chat questions and the response of sensitive question is masked/encrypted?
3. Can we modify Pega chat client logo position in web pages?
4. Do we need any proxy server like NGINX to implement Pega Chat?
5. Is it possible to customize chat client window? Like: changing colour, default text like 'Agent Typing...' , font and other UX parameters?
6. Will Pega chat client be able to connect through websocket with Apache Reverse proxy server?
7. How to implement High Availability architecture using PostgresSQL v9.5.4?
Pegasystems Inc.
US
Hello,
We will review internally answers to your other questions.
In regards to question 3, you can configure many items that you asked for at: Designer Studio > Channel Services > Pega Chat > Administration & Configuration.
You can find more details at:
https://pdn.pega.com/documents/pega-customer-service-731-implementation-guide
Page 148
Pegasystems Inc.
US
I can answer a few of these:
1) There's no mechanism to pass a cookie or authentication header. If the contact is identified on the desktop side, the metadata that's provided when the chat starts can be used to pass that along. Typically for OOTB CS, we pass the ContactID and AccountNumber to the agent. Before the chat is popped to the agent, that information is used to identify the customer. The agent still needs to go through the validation questions to make sure the customer is authenticated.
2) There's no masking of data that's passed between the customer and agent. If your site is secure (HTTPS), then all of the traffic from the desktop to the chat server to the CS Server is handled over a secure transport.
3) Yes, you can do so via CSS on your page. The chat launcher has a specific class name and some OOTB position CSS. You can always override that.
5) This can be done in the Chat server configuration. It's in the same area of the implementation guide that Scott mentioned above.
I don't have answers to 4,6 and 7. Scott will get back to you with those after discussing with the Chat server team.
thanks
Pegasystems Inc.
US
Hello,
Re: #7- Database High Availability in Pega Chat is driven by the capabilities of the database that is supported by Pega Chat, which at this point of time is PostgreSQL v9.5.4. Any DB High Availability setup should meet the below requirements:
- Establish a highly available clustered PostgreSQL setup following guidelines from PostgreSQL documentation. Ensure that any mechanism used should not result in the connection string getting changed in case of failure.
- Database fault tolerance that meets production service level agreement requirements — for example, some databases have add-on products to handle failover of hardware or software subsystems, enabling another piece to take over
The platform pdn guides and Pega Chat implementation relies upon the client to manage and configure HA if desired. Please consult with the DBA for the specific steps needed.
I will ask the team to review 4 and 6.
Thanks,
Scott
Pegasystems Inc.
IN
Re: #4 - we need any proxy server for the load balancing purpose when you are running multiple chat app servers. Chat will work without load balancer too.
Re: #6 - Pega chat client should be able to connect through websocket with Apache Reverse proxy server if it is configured properly.