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Support Article

Agent offered new chat before current Chat interaction ends



When an agent is in a chat interaction and the chat ends (from the user or the agent), the agent is immediately set to Available to receive new chats. This occurs even when the chat interaction is open for the agent to wrap up the current call interaction work.

Error Messages

Not Applicable

Steps to Reproduce

  1. Configure a maximum number of parallel chats (for example, 10).
  2. Initiate 10 chat interactions for the same agent.
  3. End the chat session for one of the chat interactions from the user side. However, keep the interaction open on the agent side.
  4. Initiate a new chat request from the user side The new chat request is routed to the agent even when parallel chat interactions are open.

Root Cause

A defect or configuration issue in the operating environment.


Apply HFix-58744 for Pega Chat
Apply HFix-58741 for Pega Customer Service

Published January 3, 2020 - Updated December 2, 2021

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