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Question

 Mayur khandelwal (Mayurk33)
Aaseya

Aaseya
IN
Mayurk33 Member since 2018 11 posts
Aaseya
Posted: Jul 12, 2022
Last activity: Jul 7, 2023
Posted: 12 Jul 2022 2:50 EDT
Last activity: 7 Jul 2023 4:12 EDT
Closed
Solved

OOTB offline chat messages not appearing in web messaging interface

Hi ,

We have web messaginng channel created.In App studio under queues we can specify offline behaviour and agents not available behaviour by placing some message there.While trying to test it I can see that no messages are appearing and case of "Chat with Agent" is getting resolved at the back end. 

Do we have to modify any when rules or is there any other configuration to display these messages ? 

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Pega Customer Service 8.6
Chat and Messaging
Financial Services
Lead System Architect

  • Martin Stark
Posted: 1 year ago
Updated: 1 year ago
Posted: 27 Jun 2023 8:18 EDT
Updated: 27 Jun 2023 8:26 EDT
Seelam Venkata Swaroop Reddy (Swaroop Reddy)
Forvandle
Seelam Venkata Swaroop Reddy
Forvandle
IN

Hi @Mayurk33  and @MartinS99  The messages configured in Queues is only for Legacy chat. For Digital Messaging, you need to configure these messages in App Studio> 'Time out and close behavior' tab at every channel  level. 

Please let me know if this helps.

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