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Question

 Ammar Aldaffaie (AmmarA07)
Willis Towers Watson

Willis Towers Watson
US
AmmarA07 Member since 2018 8 posts
Willis Towers Watson
Posted: Apr 8, 2019
Last activity: May 21, 2019
Posted: 8 Apr 2019 19:25 EDT
Last activity: 21 May 2019 11:51 EDT
Closed
Solved

Passing Chat Case ID (Interaction ID) to the client/Website

Hi,

I'm trying to pass the case ID (Interaction ID) to the client, so when the chat starts I need a way to make the chat ID available on the client page where the chat is initiated.

Also, How to access the case ID (Interaction ID) from the JavaScript files. What is the var name?

Thank you

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Accepted Solution

Posted: 5 years ago
Posted: 21 May 2019 3:41 EDT
Avishek Banerjee (Avishek) Senior Product Manager CRM - Customer Service
Pegasystems Inc.
IN

Please explore sending the ID as a Phrase from the CSRs end. We don't have a mechanism to automatically send messages. All messages must be initiated by the CSR. But you can create a phrase that contains the Interaction ID and the CSR can send that as one of their initial messages to the customer.

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