Pega Customer Service provides a set of JavaScript APIs to support the proactive chat feature. These APIs are used to offer a proactive chat to the customer and enable the customer to accept or decline the offered proactive chat. After the customer accepts the offered chat, the system connects the customer to a CSR who is available in the queue that is defined in the proactive chat API. As a best practice, you do not need to configure a queue questionnaire with the queues that are mentioned in the proactive chat API; instead, you can pass the required information through metadata that is defined in the proactive chat API.

The following sections detail the list of the APIs that support proactive chat.

• pega.chat.proactiveChat.offer(queuename, metadata, bDefualt)
• pega.chat.proactiveChat.accept()
• pega.chat.proactiveChat.decline()

pega.chat.proactiveChat.offer(queuename, metadata, bDefault)

Offers the proactive chat to the customer by launching the proactive chat window on the customer web page.

Syntax

pega.chat.proactiveChat.offer(queuename, metadata, bDefualt);

Parameters

queuename

This is a string that specifies the name of a queue where you want to route the chat.

metadata

This is a JS Object with the following key values:

{“Page Name” : “Bill Payment”, “Time spent on page” : “5 mins”}.

This activity should return an HTML stream that displays in the CSR’s chat window.

bDefaultUI

This is a boolean value that can be set to true to use the default user interface for a proactive chat. Otherwise, it is false. The default value is true/false.

Return value

-NA-

pega.chat.proactiveChat.accept()

Initiates the chat flow and allows the customer to accept the proactive chat offer.

Syntax

pega.chat.proactiveChat.accept();

Parameters

XXX

Return value

-NA-

pega.chat.proactiveChat.decline()

Does not initiate the chat flow. If the customer declines the offered proactive chat, dismisses the chat pop-up.

Syntax

pega.chat.proactiveChat.decline();

Parameters

XXX

Return value

-NA-