How to enable web chat (bot) escalation to live chat
Working with Pega Platform 7.4, Pega Customer Service 7.4, Pega Chat - assume full product suite available for version 7.4
I have a case type that includes web chat as a channel (NOTE: This is NOT the Facebook channel). The web chat asks several questions, but I'd like to have an option to 'Escalate to agent' when a user needs to work directly with a person. I have combed through the Pega Community docs for hours and have seen the docs that reference IVA for Facebook, etc. This is NOT the Facebook channel - I'm specifically asking about how to transfer seamlessly the user from interacting with the web chat/chatbot to a live person agent, hopefully retaining the chat history from the bot.
Can anyone share with me steps to enable this or point me to documentation that describes steps to take? Again, I have web chat bots deployed successfully that create cases automatically. I also have live chat (Pega Chat) up and running with queues and agents. I'm looking to integrate the two - user starts with the bot then escalates to live agent.
Thanks in advance!!
***Edited by Moderator: Pallavi to update platform capability tags***
Thanks Dewey and Matt.
I am able to implement how to transfer the chat from Bot to an agent. As Dewey said its implemented on Pega Customer Service Sample IVA WebChatBot Application. We need to build the application on top of WebChatbot 7.40 application.
1. Import Chat with agent case type to our application.
2. Add this case type to your chat bot create case command
3.Login to Web chat bot configuration portal.create the bot by adding the chat server, queue and the bot.
4. Download the Web chat bot files from hyper link
5. Install the files in any web server and launch the Index html file.
6. Log into Interaction portal and login to you chat server and queue.
7. Any chat which transfer from bot , the request will come to Interaction portal
We need to override 3-4 section rules from PegaAppCA:07-40-01 to our ruleset to avoid UI alignment issues.
If any help required or need more info feel free to reach me
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