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Question

 Swen Rolink (Swen Rolink)
Labb
Swen Rolink
Labb
NL
Swen Rolink Member since 2014 1 post
Labb
Posted: Jan 9, 2024
Last activity: Jan 17, 2024
Posted: 9 Jan 2024 2:47 EST
Last activity: 17 Jan 2024 12:46 EST
Solved

Close behavior for Pega Chat (Channel API)

Hi!

I'm looking for a way to establish asynchronous messaging between a customer and a CSR using the Channel API of Digital Messaging.

My challenge is that when the CSR closes the chat tab a message is directly send to the customer saying the CSR has left the conversation even though multiple CSRs are logged in and the timeout/close behavior is set to "requeue" or "requeue with priority".

***Edited by Moderator Marije to add Support Case INC-B980 and Capability tags***
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Pega Chat 8.1
Chat and Messaging
User Experience
Data Integration
Consumer Services
Lead System Architect
Support Case Exists

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Accepted Solution

Posted: 10 months ago
Updated: 10 months ago
Posted: 17 Jan 2024 7:38 EST
Updated: 17 Jan 2024 12:46 EST
Jan Matys (matyj)
PEGA
Senior Engineer, Technical Support - Customer Service
Pegasystems Inc.
PL

@Swen Rolink

Here is the solution to the reported issue:

If you have Quick wrap up enabled, https://docs.pega.com/bundle/customer-service-88/page/customer-service/uikit-implementation/get-started/settings-agent-productivity.html, it will automatically end the conversation. Disabling that option will result in the desired outcome for the chat that has been left by the CSR.

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