@AbhilashR1892 There aren't any extension points to pass custom data to the desktop. The assignment key is sent from an HTML fragment rule, which is part of the mashup UI. If all user agents are busy when trying to escalate to chat, the OOTB behavior should already send a message. Is that not happening?
For the first use case, are you trying to trigger something at the desktop if an agent sends a specific message?
Thanks @Amit_Patel for reply. Yes we are getting message if all agents are busy.
Wanted to check on another - We have two buttons - one for webchat bot and another for Live Chat. If customer clicks on live chat button in a new session then we pass the command "Talk to agent" and the Live Chat interaction is created.
But if customer already have a webchatbot session (interaction) open and then clicks on Live chat button. Can we initiate the Live Chat again? Pega version 8.5.2
@AbhilashR1892 No, ideally you hide both buttons when someone launches the web chatbot. As a welcome message, you can always say "If you need to speak to an agent, just type 'talk to an agent' and use that to trigger the agent escalation. Since this is Mashup, you can't start another session on the same page once one is started.
@Amit_Patel Thank you for reply. Is it ok to have two channels one for webchatbot and another for live chat. The live chat helper files will be referred only on click of Live Chat.
In our requirement - we have specific pages on host site from where we want to initiate Live Chat directly and always Live chat should take precedence over webchatbot. If webchat is open then on click of Live Chat, the live should open and it should stay till the live chat interaction is not closed.
@AbhilashR1892 You should not put two different widgets on a single page. It will results in bleed from one session to another. This is an unusual requirement that if the bot is already open, you have a live chat button. I think in that case, you could just pop-up a message to say type "<your trigger string>" into the chatbot window. Only do this if the bot is already running. There's a variable in the SessionStorage that can be used to determine if the Bot is active.