Question

Template Operator ID in Webchat interface

Few question about the significance of Template Operator ID in Webchat interface.

  1. When a Webchat session is initiated by the user from the webapp hosting the Mashup code of Webchat interface does it spawn a new browser requestor copying the details from the 'Template Operator ID' ?
  2. Is Template Operator ID anyway coupled with the Mashup code generated specifically with the attribute data-pega-action-param-parameters ='{"channelId":"bot66c445b76b24481e899b7ba4ca5bc41d"}? Suppose I generate Mashup code with 'TemplateOpID1' in the Template Operator ID field and include the Mashup code in our host app, after that I change the Template Operator ID to 'TemplateOpID2'. Do we again need to generate the Mashup and include that in the host app?
Correct Answer
February 21, 2019 - 4:58am

1. A new operator is created by copying the template operator and that operator becomes the requestor for the remainder of chat session.

2. No, you don't need to regenerate the mashup code. If previous session is alive and within 'Interaction timeout' range, TemplateOpID1 will continue to be used to chat and create cases, if any. If new chat session is initiated on another system, TemplateOpID2 will be used to create new operator.

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February 19, 2019 - 4:14am

Hi, Any thoughts?

February 21, 2019 - 4:58am

1. A new operator is created by copying the template operator and that operator becomes the requestor for the remainder of chat session.

2. No, you don't need to regenerate the mashup code. If previous session is alive and within 'Interaction timeout' range, TemplateOpID1 will continue to be used to chat and create cases, if any. If new chat session is initiated on another system, TemplateOpID2 will be used to create new operator.

February 22, 2019 - 10:01am
Response to Vikas@Multichannel

Hello!

So a permanent operator id is created for every chat session or just a browser requestor copying the Template operator ID?

In my system, I can see that multiple operator ID records are being created by these chat sessions.

Would not this cause problem in the long run when the application is in Live system with multiple users doing chat session over time and all these operator ID records created? Or are these operator id records reused in future sessions?

February 25, 2019 - 8:03am
Response to MilanP

Operator is created per requestor session. @Piotr Kulig there is an interesting question about lifecycle of this auto-generated operator. This operator would not be required once a requestor is gone so are these deleted at some point? I don't think there is any agent that manages lifecycle of these operators but if there is one Piotr would know.

February 27, 2019 - 8:53am
Response to Vikas@Multichannel

Hello,

Operator is created for each browser's session - true.
Operator is no longer required if session expires - true.
There's AGENT (unfortunatelly disabled by default) which handles expired interactions and removes operator. Please refer to Pega-ProcessEngine Agends - there's MultichannelCloseExpiredInteractions agent which is disabled. You can enable it on production systems and it should be ok.