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Proactive notifications for Legacy Webchat

Configure proactive notifications in your self-service configuration so that you can send relevant information, offers, and service cases to your customers proactively, based on their account profile. If you enable proactive notifications, Pega Customer Service interacts with Customer Decision Hub (CDH) when a customer visits your website, to predict the customer's needs and offer bot-enabled assistance. In this way, proactive notifications can save the customer's time and make the work of the customer service representatives (CSRs) more efficient.

For example, if a customer whose bill has increased by USD 25 in the current month logs in to your website, one possible reason is that they want to check their billing history. If CDH determines that a notification should be sent to the customer, the Legacy Webchat window slides open with a relevant message and links to either make a billing inquiry or close the notification. You can also configure the notification window to minimize after a specified amount of time if the customer ignores it.

Configure the proactive notifications for Legacy Webchat by performing the following steps:

  1. Log in to the Self-Service application with the administrator credentials.

  2. In the navigation pane of App Studio, click Channels.

  3. In the Current channel interfaces section, click the name of the channel to edit the self-service configuration of a Legacy Webchat channel.

  4. On the Legacy Webchat interface page of the channel, click the Self-Service Configuration tab.

  5. Select a configuration from the list, and then click the Proactive tab.

  6. To enable proactive notifications, select the Enable proactive notifications check box.

  7. To use CDH to generate proactive notifications instead of the default Pega Customer Service functionality, in the Proactive service URL field, enter the URL of the CDH application that is integrated with the Pega Customer Service application instance.

    The response to the REST call made to the URL should contain the following parameters in the .RankedResults() page:
    • ClassName
    • Greeting
    • Reason
    • AcceptText
    • DeclineText
    In the PegaHelper.js file of the Legacy Webchat, the setDynamicChatGadgetParams( ) function uses these values to render the proactive notifications display.
  8. To minimize the notification window after a specified time if the customer ignores it, select the Enable Minimizing check box.

  9. In the Minimize window after field, enter a number of seconds after which to minimize the notification window.

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