Question
Vodafone Turkey
TR
Last activity: 4 Jul 2021 5:05 EDT
Chatbot and Live chat for internal service
I want to make a chatbot for crm application and the live chat for team members in crm. I can't find a correct guide for these two features that i want to do it.
So, I need to do a chat bot and live chat in CRM application on Pega. Can anyone help me with these two? Any links that help me?
Maantic
IN
@BatuhanAlkin - PFB the link from PDN related to Webchatbot and Pega Chat
Pegasystems Inc.
US
@BatuhanAlkin, Chatbots and Live chat is designed to optimally help end customers self-service and get help when needed from agents. Prior to 8.6, the chatbots relied on mashup to render the UI, which made it unsupportable on the same browser page as the Pega CRM application. The Chatbot runs as it's own requestor, which can conflict with the CRM requestor. Since both of those are usually in different applications, that can result in lots of unexpected issues.
With 8.6, the new Web Messaging feature allow a chatbot to be displayed on any page, as it doesn't rely on mashup. This can certainly be an option to build internal chatbots and live chat.
Vodafone Turkey
TR
@Amit_Patel Thanks a lot for being helpful. Can i ask one more question about Web Messaging if im not bother you. Where can i learn how do i configure that or develop that feature. Are there any guide/links that can helps me?
Pegasystems Inc.
US
@BatuhanAlkin The link you had posted originally is the best place for this information. If there's something specific you're looking for, I can provide guidance or point you to the exact documentation.
Vodafone Turkey
TR
@Amit_PatelHow can i contact with you is it possible? Id be appericiate about it actually if you can help
Pegasystems Inc.
US
@BatuhanAlkinThe best way is this conversation, so that others may also be able to use the information as well. If something is a defect, then an INC would be needed to get the right level of support.
Vodafone Turkey
TR
@Amit_Patel So my question is how can i configure the Live chat? CTI integration is needed for that? I want to make a live chat for two agent on crm application is it possible without 3rd parties?
Pegasystems Inc.
US
@BatuhanAlkin I already shared the documentation on the live chat implementation. CTI is needed for voice calls, not for chat. If you need to need to provide chat between two agents using Pega Customer Service application, you will need to follow the Web Messaging configuration steps. Those products do require a license, so you will need that in order to provision the digital messaging feature. Aside from that, there are no third party asset requirements.
Vodafone Turkey
TR
@Amit_Patel Thank you for your all kind response.
Can i add a one more question ?
How can i add a timer to application for when a agen or user start his day, sla start with timer and when its up the application redirect the agent. Thats all we want for know do you have an idea about it?