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Question

 Mark Wright (MarkW366)
Capita PLC

Capita PLC
GB
MarkW366 Member since 2016 5 posts
Capita PLC
Posted: Feb 9, 2018
Last activity: Feb 21, 2018
Posted: 9 Feb 2018 6:36 EST
Last activity: 21 Feb 2018 14:28 EST
Closed

Add Chat Interaction to existing Application

Hi we have just upgraded from Customer Services 7.14 to 7.31 and would now like to add a new interaction service for Chat. We have added the new case type called Chat inheriting from PegaCA-Work-Interaction-Chat.

How do we link this with the CPM Interaction Portal in order to create work items?

Thanks

Mark

***Updated by moderator: Lochan to add Categories***

***Edited by Moderator Marissa to add SR Details***

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Pega Customer Service
Conversational Channels
User Experience
Support Case Exists

Posted: 6 years ago
Posted: 12 Feb 2018 5:51 EST
Sibani Saidarsini (Sibani_GCS)
PEGA
Principal Engineer, Technical Support - 1:1 Customer Engagement
Pegasystems Inc.
IN

Hi Mark,

Thank you for posting query in PDN.

You may implement the way its done for Phone Call from OOTB.

You may override ApplicaionSettings Data Transform:

 

Please go through below Customer Service implementation guide to implement Chat.

https://docs-previous.pega.com/pega-customer-service-731-implementation-guide

 

Regards

Sibani Saidarsini

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