Question

How the Communication takes between Chat Server and Pega 7 Chat rules

Hi,

We have the Pega Chat Architecture for Customer Service FW, in this architecture, Customer communicates with the ChatServer using webchat. Similiarly, CSR(Customer Service Representative) will access the Chats of the customer through ChatServer using XMPP Protocol as a channel.

My query here is, PegaChat rules are the part of PegaCustomer Service FW or it is a StandAlone application that uses some Integration for Communication?

Correct Answer
December 3, 2018 - 9:11am

Hi, the CSR connection to the Chat server is a part of the Customer Service application. It uses XMPP directly to communicate with the server. 

Amit

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Pega
December 3, 2018 - 9:11am

Hi, the CSR connection to the Chat server is a part of the Customer Service application. It uses XMPP directly to communicate with the server. 

Amit

December 4, 2018 - 8:52am
Response to Amit_Patel

Hi Amit,

Thanks for your response!

This is helpful.