PEGA Chat UI Message

Hi Friends,

I'd like to customize PEGA chat message where the message get displayed when chat that comes in no Advisor is available for that queue. On my PEGA application I've configured the expected message in "Agents not available" textbox in Chat Server Configuration but this message wouldn't get loaded instead it always shows the default message from firefly server script as mentioned below.

"Chat is not available at this time for Asia Pacific queue".

But I wish to display the following message "Thank you for your chat request.
No Advisors are available at this time. Please wait until regular business hours for the region or email
Thank you."

Is there any way to edit script in Firefly server by using valid login credentials ? If not how to achieve

this ?

Please share your tips / ideas it may help to find my analysis with more effective.

For reference attached displayed message from firefly server.



***Edited by Moderator: Pallavi to update platform capability tags***


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May 2, 2019 - 12:07pm

Hi Siddik, yes this is customizable. What version of Pega CS are you using ? 

May 2, 2019 - 11:54pm
Response to Amit_Patel

Using CustomerService: 07.31 version.

Appreciate your assistance in this.

May 5, 2019 - 10:50pm
Response to Amit_Patel

Hoping your response.

May 6, 2019 - 10:34am

The ability to customize the various system generated strings works out of the box if Pega CS 7.4 or above and the Chat Engine 7.4 or above are used. If you have your Chat Engine installed On Prem, please upgrade it to the latest version. If you are using the Cloud Hosted Chat Engine, is it possible to upgrade the Customer Service version to atleast 7.4? If not, we can still help you with the customization which will involve some manual work using a 3rd party tool on your end. Please raise an SR if you are unable to upgrade to Pega CS 7.4, and we will help you with documentation.

May 12, 2019 - 11:27pm
Response to Avishek

Thanks for your response Avishek.

Can you please suggest me how to achieve this in 7.3 CS because my organization doesn't want to upgrade at a moment.

Hoping your response asap.

July 10, 2019 - 2:29pm
Response to Avishek

Hi, we are 7.4 and having trouble configuring the UI.  Can you please provide some direction?  Thanks

July 11, 2019 - 7:08am
Response to neilc196


Can you elaborate on what configuration issues you are having? The Chat Widget can be configured on the Chat Server landing page for look and feel. Messages and texts can also be customized in the Chat Server Landing page.

July 11, 2019 - 8:39am
Response to Avishek

Hi, thank you for the reply.  We want to configure the text on both lines in the chat status box

see attached, thank you



August 7, 2019 - 3:16pm
Response to neilc196

This can be achieved via language pack xml. The standard language pack xml provided with product has these messages, we need to define a new custom locale and changes the messages / or translate in case if its not English and upload in Chat config landing page