How to determine if chat is in-progress?
Hello,
Is there a way or API where we can determine if a chat is in progress?
I can see from browser there is fireflyChatApi object available, but I can't find any flag that says if a chat is in progress or ended.
***Updated by moderator: Lochan to tag SR details***
Accepted Solution
Pegasystems Inc.
US
Upon reviewing the associated SR, it was determined that applying HFIX-43010 resolved this.
If you have the same issue, please open an SR and request HFIX-43010.
Pegasystems Inc.
IN
Hi Anjan,
You can use below client side apis
Hi Anjan,
You can use below client side apis
fireflyChatAPI.chatHub.on({'scope':'chat', 'type': 'chatStarted'}, function(event){
console.log('startChat: ' + event.get('data').chatId);
});
fireflyChatAPI.chatHub.on({'scope':'chat', 'type': 'chatEnd'}, function(){
console.log('chatEnded...');
});
Accenture
AU
Hi Srikanth,
Looks like this event will be fired only when you answer pre-chat questions and a chat is accepted. I’m not sure how can we maintain a variable in the internet banking session storage as acceptance of chat is happening on CS browser.
The actual issue around this is when a chat is started and navigating to another page with chat minimised, we are seeing chat icon getting hidden as we are updating the CSS to hide the bubble.
if ( hide == true) {
$(".chatLauncherButton").css('display', 'none');
} else {
$(".chatLauncherButton").show();
}
This is working fine, when we don’t minimise the chat and navigate around the pages.
We need the chat bubble to be displayed as minimized / maximized when navigating to other of IB where chat is not enabled.
Thanks!
Accenture
AU
Hi Srikanth,
I see the code you have shared is working for start of chat (i.e., when CSR accepts chat on CS [chatStarted]) and end of chat(i.e., when customer ends the chat [chatEnded])
The chatEnded event is not getting fired when chat is ended by CSR from CS side. Is this expected behaviour or is there a HFix missing in our systems?
Thanks!
Pegasystems Inc.
AU
Hi Anjan,
one example is as follows:
fireflyChatAPI.chatHub.on({'scope':'chat', 'type': 'chatEnded'}, function(){
console.log('chatEnded...');
});
Are you doing the above and the event is not getting fired ?
Accenture
AU
Hi Tommy,
Yes, I'm doing it the same way as you said.
endChat event is getting fired only when you end the chat by closing the customer side window.
Is there any event that gets fired when CS rep ends the chat from customer servicing interaction portal?
Pegasystems Inc.
AU
Hi Anjan
You can explicitly require the user to confirm and end the chat:
fireflyChatAPI.requestChatEnd()
Called and the user is asked to confirm that they wish to end the chat session.
Accenture
AU
HI Tommy,
Above scripts works absolutely fine when we are ending chat from customer side.
When a chat is ended from Customer Servicing (Pega) side, then no event is getting fired on customer side to reset the sessionStorage values.
Accepted Solution
Pegasystems Inc.
US
Upon reviewing the associated SR, it was determined that applying HFIX-43010 resolved this.
If you have the same issue, please open an SR and request HFIX-43010.