Escalating chat requests directly to an agent
We are configuring Pega chat and need more inputs to bypass chatbot.
Need more inputs below documentation as part of Pega customer service guide 8.4. Step 3 and 4 are very unclear on what's expected to change in the data transform.
Already tried setting Param.input and Param.display to 'chat with agent' which actually escalate it to agent however it does not work.
To bypass web chatbot interactions and allow customers to directly reach CSRs, perform these steps:
-
In the Dev Studio enter and search
SetCommandOnLoad. -
Open the Set command on load data transform.
-
Set the value of the for all our classes, rules and properties etc. :)" flag="done">Param.input property to the value that you configure for the Chat with agent case type, in the web chatbot configuration.
For example:
, as it's something PP will show to us." flag="done">Talk to agent. -
Set the value of the Param.display property to the same value that you specified for for all our classes, rules and properties etc. :)" flag="done">Param.input.
We are configuring Pega chat and need more inputs to bypass chatbot.
Need more inputs below documentation as part of Pega customer service guide 8.4. Step 3 and 4 are very unclear on what's expected to change in the data transform.
Already tried setting Param.input and Param.display to 'chat with agent' which actually escalate it to agent however it does not work.
To bypass web chatbot interactions and allow customers to directly reach CSRs, perform these steps:
-
In the Dev Studio enter and search
SetCommandOnLoad. -
Open the Set command on load data transform.
-
Set the value of the for all our classes, rules and properties etc. :)" flag="done">Param.input property to the value that you configure for the Chat with agent case type, in the web chatbot configuration.
For example:
, as it's something PP will show to us." flag="done">Talk to agent. -
Set the value of the Param.display property to the same value that you specified for for all our classes, rules and properties etc. :)" flag="done">Param.input.
-
Click Save.
Oriental Bank
CA
One way to achieve this is directly in bot configuration
Response Command = Menu is the first command which gets triggered when we initiate a chat. To directly escalate to agent, change the Response Type to Accept chat request and select chat with agent as message to user.
LTIMindtree
IN
Hi SrivatsaK,
I was following your suggestion on the requirement but in response type i am getting below options(in attachment). I can't see Accept chat request in response type. Please help me with it.
Oriental Bank
CA
if solution given in below link does not work
then under Response command , for Menu select Accept Chat request as response type. Menu is the first command that runs when chat start up OOTB. Which version of pega you are using?