Digital Messaging - Map data from SMS to CSR chat interaction case
We have implemented an SMS based automation for customers, where they will receive a reminder about an upcoming delivery order, and they can choose to send a simple confirmation message that, they acknowledge and available home to receive the delivery - this is all implemented using new Pega Digital Messaging capability.
We started with another initiative, where this SMs interaction could be transferred to a live CSR for any additional help. However, when we enabled the interaction, the chat pop is being delivered on the CSR portal, but with "Unknown Customer" because we couldn't map the SMS phone number to the Chat interaction (see attached image). In the background, Pega is create a bunch of cases with W- and then C-, and finally for the live CSR an I-case.
Two questions.
1) How to map the chat meta data from the SMS channel to the CSR interaction object?
I can see that the SMS phone number is mapped to czUserName before launching the I -case, but it's not available on the i-case. Previously for the IVR screen pop I had used the "PreFetch" activity available in PegaCTI-Common ruleset, but that rule is not being fired for the new digital messaging channel.
2) Where Pega digital Messaging channel decides what type of I-case to launch? I have a couple of Interaction classes, but it picked a specific work group? where is this configuration in Pega CS?
We have implemented an SMS based automation for customers, where they will receive a reminder about an upcoming delivery order, and they can choose to send a simple confirmation message that, they acknowledge and available home to receive the delivery - this is all implemented using new Pega Digital Messaging capability.
We started with another initiative, where this SMs interaction could be transferred to a live CSR for any additional help. However, when we enabled the interaction, the chat pop is being delivered on the CSR portal, but with "Unknown Customer" because we couldn't map the SMS phone number to the Chat interaction (see attached image). In the background, Pega is create a bunch of cases with W- and then C-, and finally for the live CSR an I-case.
Two questions.
1) How to map the chat meta data from the SMS channel to the CSR interaction object?
I can see that the SMS phone number is mapped to czUserName before launching the I -case, but it's not available on the i-case. Previously for the IVR screen pop I had used the "PreFetch" activity available in PegaCTI-Common ruleset, but that rule is not being fired for the new digital messaging channel.
2) Where Pega digital Messaging channel decides what type of I-case to launch? I have a couple of Interaction classes, but it picked a specific work group? where is this configuration in Pega CS?
With constellation, tracer isn't helping a lot to ties the events, I can see the cases DX API endpoint is triggered and the caseTypeID is being populated, but what configuration of the SMS channel maps input parameters to that AP call is not mentioned anywhere in the documentation.
I have referred the below articles, but no help
How to route digital message (web chatbot) to CSR (Interaction). | Support Center (pega.com)
Environment: Pega CS 24.1 with Constellation, deployed on client cloud.
***Edited by Moderator Marije. to remove Constellation Capability tags***
Intellativ
US
I am able to narrow down to the D_ChannelData data page that can have meta data such as the SMS phone number, still working on it, will update the thread when I have more info.
Still no clue how Pega is deciding the interaction case's class. Most probably the application rule's configuration, but there is no such thing as default interaction case based on what I have seen so far.
Updated: 6 Nov 2024 8:02 EST
Pegasystems Inc.
GB
@MireilleDallaire & @Amit_Patel & @kundv do you know an SME who might be able to help?
Updated: 6 Nov 2024 9:52 EST
Pegasystems Inc.
US
@MarijeSchillern @ravi9779 I am not sure how to map the SMS data to the CSR Chat Interaction in C11N. Ravi is right that PreFetch is the correct way in UIKit. Vijai (already tagged above) should be able to help with that.
To the second question, the class of the Bot interaction is set in the pyProcessPageClass property of the Channel config. When you create the channel in the context of a C11N Application, the pyDefault DT in Data-Channel-Configuration-BotAgent uses the D_MessagingSettings.czBotAgentClass to set this. It's basically the same as the default Interaction Classgroup appended with -VA-BotAgent.
Amit