How to determine if chat is in-progress when you have multiple open pages?
My client has their own chatbot that will hand off to Pega chat. Once the hand off is done and Pega chat is active they will then no longer show their chatbot.
This works fine if the customer has only opened a single page from the client’s website open. However the customer needs to have the same experience if they then open multiple tabs. Any idea how the clients chatbot can detect that there is an open Pega chat?
Accepted Solution
Pegasystems Inc.
IN
Hi Hall,
I guess you have hooked on to the chatStarted and chatEnded event on the customer's end to determine if any chat is going on ; so to determine if any chat is going-on on other tabs you can have a property on sessionStorage called "active-chats" , and set the value of this property based on chatStarted and chatEnded event. You can then use this property to determine if any chat is going on any tab.
Pegasystems Inc.
IN
Hi Hall,
Thanks for posting on PSC.
Kindly look into below link,which might be helpful/
https://collaborate.pega.com/question/how-determine-if-chat-progress
Thank you.
Accepted Solution
Pegasystems Inc.
IN
Hi Hall,
I guess you have hooked on to the chatStarted and chatEnded event on the customer's end to determine if any chat is going on ; so to determine if any chat is going-on on other tabs you can have a property on sessionStorage called "active-chats" , and set the value of this property based on chatStarted and chatEnded event. You can then use this property to determine if any chat is going on any tab.
ASB
NZ
Thanks for your answer. The client has built it this way but would prefer to be able to call something rather than listening. I'll raise this with the Product Owner.