we are looking for information regarding the response configuration for the chatbot. In this article, it mentions some of the options, but it does not cover the options below, which we think would be useful to us, like integrating with Pega Knowledge and escalation to CSR:
What are the options Present KM, Start escalation, and Stop escalation used for? do we have some documentation with examples for this?
The second question, as of Chatbot for 8.4 version, can we integrate it seamlessly with Pega Knowledge Troubleshooters?
One thing I noticed is that you can have knowledge categories only for the chatbot downloaded from the self-service configuration portal. If you generate the chatbot's mashup code from Channels and Interfaces, I believe there is no way to add knowledge categories...
Knowledge categories are definitely helpful, but our use case resembles more the functionality provided by the KM troubleshooter. Is there a way to run it from inside the chatbot?
Posted: 1 year ago
Posted: 4 May 2021 23:01 EDT
Venkatesh Vinnakota (Venkatesh.Vinnakota)
Our scenario was very customized, for example running the Chatbot inside one of the main application portals. So, in the Chatbot question flow, we added an assignment that displayed KM articles that matched the input in the Chatbot window:
In this configuration, Chatbot displayed the flow action's label ("View Related Articles") and once you click it, a pop-up displayed with the list of articles. In the modal dialog, you can Submit and then return to the Chatbot flow.