Legacy Webchat (formerly called Pega Chat) also enables the customers to initiate
the conversation with a bot or a CSR. When customers come in with a service request, the
Legacy Webchat offers them various self-service options, including proactive chat,
self-service cases, and knowledge articles. If the bot fails to serve the customers,
they can escalate to CSRs. Based on the customers request the routing engine routes the
customers to the right CSR. Legacy Webchat offers synchronous communication.
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Pega Customer Service's self-service application provides a sample Legacy Webchat
interface that can help you get started quickly with the configuration. The sample
Legacy Webchat interface lets you add a custom self-service configuration in the channel
to implement styling and additional self-service options in the chat window. Using the
self-self service configurations, you can customize the chat window to suit your
organization's branding requirements, enable proactive notifications, and configure
relevant knowledge articles that the customers can see before interacting with the
bot.
Customers with prior implementation may want to leverage Legacy Webchat.
However, Legacy Webchat doesn't support the Channel switching feature, and hence the
end-user cannot switch to private messaging channels.
Configuring the Legacy Webchat server
The Legacy Webchat server processes chat messages between the chat widget that is
deployed on your webpages and your Pega Customer Service application. When you buy a license
that includes the Pega Chat offering for Pega Customer Service 8.2 or later, a Pega Cloud Collaboration Services Legacy
Webchat server account is provisioned for you. The authorized contact for your
organization's Pega account receives an email that includes a private API key and the chat
server hostname of your provisioned chat server account. The Pega Cloud Collaboration Services Legacy
Webchat server's hostname depends on the geographical region (for example, for the USA, it
is https://us.chat.pega.com). Check with your organization's Pega account contact that a
Pega Cloud Collaboration Service chat server account is provisioned for you.
Configure the Legacy Webchat server by performing the
following steps:
- In the navigation pane of App Studio, click
- In the list of chat and messaging settings, click Chat and messaging
configuration.
- In the Legacy Webchat serversection, configure the
following fields:
- In the Chat server hostname field, enter the
host name of the chat server that has been provisioned to you. The host
name depends on the geographical region of the chat server:
- For the APAC region, the host name is
au.chat.pega.com
- For the EU, the host name is
eu.chat.pega.com
- For North America, the host name is
us.chat.pega.com
- In the Configuration protocol list, select
https.
- In the Port field, enter
443.
- In the Server configuration key field, enter the
private API key of your provisioned chat server account.
You receive the server configuration key in an email to your
operational contact.
- To ensure that Pega Customer Service connects with the
chat server, click Verify Key.
Note: If you have entered a chat server URL and verified the server
configuration key, the Interaction Portal header displays the Chat
routing icon.
- Click Save.
Creating a Legacy Webchat interface
Create a Legacy Webchat interface that allows you to add
the template operator ID, by performing the following steps.
- Log in to the Self-Service application with the administrator
credentials.
- In the navigation pane of App Studio, click
Channels.
- On the Channels landing page, in the Create new channel
interface section, click Legacy
Webchat.
- On the New Legacy Webchat interface page, on the
Configuration tab, in the
Details section, enter the channel interface name and a
meaningful description for your Legacy Webchat interface.
Note: Description is an optional field.
- On the Channel tab, in the Template operator
ID list, click the name of an existing self-service operator to
use as the template to create end user accounts.
The application uses this operator as a template to create all further
accounts for end user interactions with the channel. Each account has a unique
channel identifier set as its ID. For information about access groups in Pega
Customer Service, see
Creating a self-service application.
- Click Save to create the Legacy Webchat interface.
Adding a self-service configuration for a Legacy Webchat interface
After enabling the Legacy Webchat interface and setting up its behavior you can add
Self-Service configurations where you can configure the chatbot.
- Log in to the Self-Service application with the administrator
credentials.
- In the navigation pane of App Studio, click
Channels.
- On the Channels landing page, in the Current channel
interfaces section, click the name of the channel to create a
self-service configuration for a Legacy Webchat channel.
- On the Legacy Webchat interface page of the channel, click
the Self-Service Configuration tab.
- Click Add self-service configuration.
- Enter a name for the self-service configuration, click
Add. The system displays the newly-created
self-service configuration on the left-side.
- Click Save.
Enabling live chat and transcript download options
Before you begin: Make sure you have configured the Legacy Webchat server to
enable the live chat.
- On the Self-Service Configuration tab of your Legacy Webchat interface, select
the desired self-service configuration.
- On the General tab of your self-service configuration,
select the Enable live chat check box to enable the live
chat.
- To enable the download transcript option in the chatbot, select the
Enable transcript download check box.
- To delete the self-service configuration, click Delete.
Implementing end-user chat window branding
Configure the appearance of the Legacy Webchat bot button, dimensions of the end-user
chat window, color and font for the chat window, and the header to reflect your website's
theme.
- Log in to the Self-Service application with the administrator
credentials.
- In the navigation pane of App Studio, click
Channels.
- In the Current channel interfaces section, click the name
of the channel to edit the self-service configuration of a Legacy Webchat
channel.
- On the Legacy Webchat interface page of the channel, click
the Self-Service Configuration tab.
- On the Appearance tab, select a configuration from the
list to edit the styles of a self-service configuration.
As you configure the styles, the chat window on the right shows a live preview
of your settings.
- In the Chat header field, enter a text to configure the
name that appears in the header of the chat window.
- To display an image on the left side of the chat header text, for example, your
company logo, click Upload and then select an
image.
Images that you upload are resized to 30 by 30 pixels.
- In the Launcher section, select either
Tab or Button to select the
type of chat window launcher on the website.
- In the Help tab/button text field, enter the text you
want to display on the help launcher tab or button.
For example: Need help?
- To allow end-users to change the size of their chat text, select the
Enable font resizing check box.
Result: End-users can see three selectable font size icons in the header of the
chat window. The default size is 18px, and the other two options are 20px and
22px.
- Configure the default dimensions of the chat window, such as height, width, and
height of the chat window in compact mode in the Dimensions
section.
- Configure the Font family, Link color, Header text color, Header background
color, Bot or Agent Settings, and Customer Settings for the end-user chat
window, end-user interactions, and the bot or agent interactions in the
Colors and fonts section, and then click
Submit.
Deploying the chatbot
After you configure the chatbot with end-user chat window branding, Pega knowledge
help categories, and proactive notifications, download the file and deploy the chatbot onto
a supported web server.
- Log in to the Self-Service application with the administrator
credentials.
- In the navigation pane of App Studio, click
Channels.
- In the Current channel interfaces section, click the name
of the channel to edit the self-service configuration of a Legacy Webchat
channel.
- On the Legacy Webchat interface page of the channel, click
the Self-Service Configuration tab.
- Select a configuration from the list, and then click the
Download tab.
- To change the default Pega application URL used by the self-service
configuration, click the edit icon next to the URL.
- To create and download the Legacy Webchat as a ZIP file archive, click the
Download link.
- Extract the file from the downloaded ZIP file archive and copy the resulting
folder to your web server.
To test your deployment, open your web browser and enter the web server path
to where you deployed the Legacy Webchat.
For example: http://example.com/webchatbot
Configuring proactive chat
Configure proactive chat so that the chatbot on your website initiates a conversation
with the customer, rather than waiting for the customer to request assistance. Based on your
business requirements, you can define the logic that decides when to initiate a proactive
chat. Pega Customer Service provides a set of JavaScript APIs to support the
proactive chat feature from your website.
Before you begin: Use the JavaScript APIs to add proactive chat to your
website. For more information about the JavaScript APIs, see
APIs to support proactive chat - In the navigation pane of
App Studio, click .
- In the list of chat and messaging
settings, click
Chat and messaging configuration.
- To prevent the proactive chat feature from inviting a customer to a chat
session when the wait time is longer than a specified number of seconds, enter
the number of seconds in the Allow proactive chat when wait time is
less than (seconds) field.
For example: If you enter 120, the system calculates the overall wait time of the queue
and compares it with the value that you have entered in this field. The system
presents the proactive chat window to the customer if the overall wait time for
the queue is less than 120 seconds. Otherwise, the system does not present the
proactive chat to the customer.
- Click Save.
APIs to support proactive chat
Pega Customer Service provides a set of JavaScript APIs to support the proactive chat
feature. These APIs 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
available in the queue defined in the proactive chat API. As a best practice, you do not
need to configure a queue questionnaire with queues mentioned in the proactive chat API.
Instead, you can pass the required information through metadata defined in the proactive
chat API.
Note: To configure proactive chat, you must set the wait time in App Studio.
For more information about how to set the wait time in App Studio, see
Configuring proactive chat.
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
| Parameter name | Description |
| 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: N/A
pega.chat.proactiveChat.accept()
Initiates the chat flow and allows the customer to accept the proactive chat
offer.
Syntax
pega.chat.proactiveChat.accept();
Parameters: N/A
Return value: N/A
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: N/A
Return value: N/A
