Chatbot answers unexpected "Thank you for your input" each time a case resolves
HI all,
we are upgrading from the legacy chatbot of Pega 8.5 to digital messaging 8.7 and we are encountering this unexpected behavior with the new messaging tool:
- each time a case reaches resolution, the chatbot answers with "Thank you for your input" even if there is no rule that forces it to do so
I have surveyed the various configurations of the chatbot but couldn't manage to find anything that relates to our problem. Can anyone help us with this?
Adept View
NL
Hi @LucaS377,
it will come from the field value pyConfirmationNote after the resolution.
you can either override or create a new field value for pyConfirmationNote and set the pyConfirmationNote to that value before the resolution.
Accenture
IT
thank you for the insight, do you also know if it is possible to just disable this feature?
wipro
IN
Hi @LucaS377,
you can try the following steps to troubleshoot the issue:
-
Check the chatbot's configuration settings in Pega. Make sure that the chatbot's response message for case resolution is configured correctly and is not mistakenly set to "Thank you for your input". If it is set incorrectly, update the configuration to the appropriate response message.
-
Check the post-processing configuration of the case type that the chatbot is handling. Ensure that the post-processing configuration is set up correctly and is not sending the "Thank you for your input" message as a response to case resolution.
-
Check if there are any automation or decision rules that are executed when a case is resolved. Ensure that these rules are not configured to send the "Thank you for your input" message as a response to case resolution.
-
Review the logs and chatbot transcripts to identify any patterns or potential triggers for the issue.