Question
Cognizant
GB
Last activity: 7 May 2021 14:34 EDT
How can we injecting user identity in Web chatbot
Hi All,
We have a B2C application where we need to implement Pega chatbot which will allow the customer to escalate the chat to a live agent. Now in this scenario we would need to send the user's metadata as well (ex: email address/operator Id) which will help to load the customer details in interaction portal after the chat is accepted by a live agent.
We have downloaded the Webchat zip file which contains the PegaHelper and PegaHelperExtension JS files. We can see the user's details has been taken from cookies which was set using the setCookie function. But all are hardcoded values and we need to know how can we get this from logged in user's session, we need to have a sophisticated way of injecting the user identify (without exposing any security risk). So please let us know if you have done any similar implementation and suggest the best possible option to proceed with.
Appreciate your help in advance !
Thanks,
Sanat
Pegasystems Inc.
US
@SANATHAZRACheck out this article https://community.pega.com/knowledgebase/articles/configuring-chat-pega-customer-service/passing-custom-data-chatbot. If there's a session id or some other token available at the desktop, you can pass that using this mechanism. Once this is at the server, create a data page that can look up that token to identify the actual customer. Use the SetContactContextWebChatBot data transform to set the context for the rest of the Chatbot session.