Unable to see pre-configured chat phrases in Pega 7.4
Hello,
In Pega 7.4 Chat I'm unable to see any pre-configured phrase.
Checking the configuration I've realized that the "Channel" flags are always erased, hence the application is unable to associate the phrase with the Chat channel. Is this a product defect?
I've attached a doc with some screenshots that better explain the issue.
Regards,
Duarte
***Updated by moderator: Lochan to update platform capability***
***Edited by Moderator Marissa to update SR Details***
Accepted Solution
Pegasystems Inc.
US
Upon reviewing the associated Support Request, the resolution was that the locale settings were set back to default and now the phrases display.
Pegasystems Inc.
US
Hi @DuarteM7. You refer to Pega Chat 7.4, but that's the version/release of the chat server that does the processing. What's the release of Pega Customer Service that you're using? (From your screen shot, it appears to be earlier than Pega CS 7.4).
Just to confirm the behavior you're seeing...in the "Configure Phrase" overlay, where you create a new phrase, you are checking the box next to "Chat" and clicking "Submit", but then when you look at the table of phrases, nothing is shown for that phrase in the "Channel" column. Correct? And no error messages are appearing?
Knowledge Expert
FR
Hi @leesm, thank you for your comment. Sorry for the imprecision, I'm indeed using Pega CS 7.4.
When I set any or both the flags "Chat" and "Social" nothing is reflected on the "Channel" column at the "Configured Phrases" list. And when I re-enter on my configured phrase those flags are wiped out.
Can you reproduce this behavior on your side? Are you able to have pre-configured phrases on the chat using Pega CS 7.4?
Regards,
Duarte
Pegasystems Inc.
US
I'm a little confused, because In the Customer Service 7.4 release, Common Phrases -- and Page Push and Data Masking -- are accessed from Pega Express, not the Interaction Portal. They are in the "Tools" area of Express. (Actually, those configs were moved to Pega Express in the 7.31 release of CS.) The attached jpg shows a screen shot.
So if you're using CS 7.4, can you access the Tools area in Express?
Knowledge Expert
FR
Hi @leesm, that's right, I'm at Pega Express, as you can see on the attached picture.
I'd like to know what happened when you clicked on "Common Phrases" and set up a pre-configured phrase valid for the Chat channel. Was the chat channel visible on the Channel column? Could you please send me a screenshot of what you see?
Regards,
Duarte
Pegasystems Inc.
US
@DuarteM7 Ah, that helps. You're using Customer Service 7.4 for Comms, which has a little different admin/management UI than the horizontal Customer Service 7.4 application.
Try this...instead of going into "Manager Tools" to get to Common Phrases, go into "Tools > Common Phrases" from the nav bar all the way on the left side, as in the screen shot below.
If you still have trouble using Common Phrases from that UI, definitely submit a service request (and post the SR ID # here).
- Matthew
Knowledge Expert
FR
Hi @leesm,
Thank you for your answer. The SR-C64567 has been created to address this issue, as I'm unable to see any value on the Channel column.
That said, could you please attach a screenshot of yours "Configured Phrases" section - the same one that I've here under attached - with values in the Channel column? I just want to see how it looks like when it works.
Regards,
Duarte
Pegasystems Inc.
US
Hi, @DuarteM7 - Thanks for posting the SR number.
The pic you attached (2018-10-08_152003.jpg) still shows the UI from clicking "Manager Tools > Chat assets > Configure phrases". Did you try clicking "Tools" in the left nav column, and opening the other "Common phrases" UI that way?
The two attached pics show the manager/admin experience in Pega Express (in Pega Customer Service for Communications 7.4) for "Common phrases". Separate from the SR, I'm interested to know if this approach works for you.
- Matthew
Pegasystems Inc.
US
Hi, couple of questions :
1) was this a clean install or an upgrade ? If upgrade, were the schema changes applied automatically and did not run into errors ?
2) Do you have access to the database ? We may been to see the content of the tables and compare.
The fact that checkboxes are getting cleared out points to a possible issue with the table and the value not getting saved. These are data instances, so there's no pzPvStream blob to fall back on. All the columns are exposed. So, if any of those are missing, that may cause this type of behavior.
thanks
Accepted Solution
Pegasystems Inc.
US
Upon reviewing the associated Support Request, the resolution was that the locale settings were set back to default and now the phrases display.