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Question

 Indrasenan Subramani (Indrasenan Subramani)
TCS

TCS
MX
Indrasenan Subramani Member since 2015 7 posts
TCS
Posted: Oct 5, 2022
Last activity: Oct 5, 2022
Posted: 5 Oct 2022 13:31 EDT
Last activity: 5 Oct 2022 13:31 EDT
Closed

How to call chat with Agent flow from Conversational flow

Hi Pega team,

I have requirement to implement live chat with Agent, we are able to connect with agent by send the keywords  from SMS bot.

But Our requirement, when customer is not able cancel or reschedule the appointment through the Conversational flow then we need to route to live Agent. 

I didn't find any documents to route the live chat with agent case type from conversational flow.

Can anyone please help me here.

 

Thanks,

Indrasenan

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Pega Customer Service 8.7
Conversational Channels
Chat and Messaging
Communications and Media
Senior System Architect

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