Question
Instellars
IN
Last activity: 16 Dec 2025 7:43 EST
No CSR Chat Acceptance Popup/Notification in Pega Digital Messaging Channel
I am facing a technical issue while implementing real-time messaging using Pega Digital Messaging Channel.
I have completed the following configurations:
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Configured the Digital Messaging Channel
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Configured the required queues
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Able to mark the CSR/user as Available for the respective queues (refer to Screenshots)
To test the setup, I configured this messaging channel in the UPlus Bank GitHub page.
Observed behavior:
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When the CSR is Unavailable, the end user receives the response: “No CSR is available”, which indicates that the connection is established successfully.
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When the CSR is marked as Available, the end user receives queue messages such as:
“You are number 1 in the queue. Your expected wait time is 1 minute.”
Issue:
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Even though the CSR is available and the chat request is initiated, the CSR does not receive any popup or notification to accept the incoming chat request.
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As a result, the CSR is unable to accept or respond to the chat.
Could you please confirm if there is any additional configuration required for CSR chat notifications or popups.
Pegasystems Inc.
IN
Trace the messaging service rest of botAgent service package . Check if there are any errors in it.
I hope you have followed hte documentation to enable the necessary QP and JS for routing it to CSR. Could you recheck the documentation .