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Question

 Spencer Wikal Nugroho (spencerwikal)
Kynerja
System Architect
Kynerja
ID
spencerwikal Member since 2021 3 posts
Kynerja
Posted: Jun 5, 2024
Last activity: Sep 3, 2024
Posted: 5 Jun 2024 2:55 EDT
Last activity: 3 Sep 2024 23:18 EDT
Solved

Integrating Google Chat

How to integrate Google Chat in pega? Can we able to do that?


***Edited by Moderator Rupashree S. to add Capability tags***
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Pega Platform
Partners and Integrations
Data Integration
Chat and Messaging

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Posted: 8 months ago
Posted: 5 Jun 2024 3:21 EDT
Sindhu nalajala (Sindhu Nalajala)
Eclatprime Digital Private Limited
Sindhu nalajala
Eclatprime Digital Private Limited
IN

@spencerwikal

 

Pega Chat currently uses Pega's Web Mashup capability and is an escalation path from Pega's chatbot channel.  There is a setting available that allows the chatbot to be bypassed and a Chat With Agent invoked immediately.  The process is described here:

 https://community.pega.com/knowledgebase/articles/pega-customer-service/84/escalating-chat-requests-directly-agent

https://docs-previous.pega.com/pega-customer-service-implementation-guide/85/implementing-chat-and-messaging?

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