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Support Article

Bot Response_Unified Messaging

KCP-353

Summary



A user initiates a chat which a Customer Service Representative (CSR) accepts. When the CSR closes the Interaction portal with the active chat, the active conversations count for the respective queue is not cleared. As a result, the user is unable to interact with the Bot and must wait for 720 minutes (that is, when the Bot Interaction timeout occurs).


Error Messages



Not Applicable


Steps to Reproduce

  1. Accept a chat request (that is, the CSR accepts the chat) initiated by the user.
  2. Close the Interaction portal with the active chat.


ROOT CAUSE  

A defect in Pegasystems’ code or rules.
The Chrome browser blocked the synchronous requests. These requests must be converted to asynchronous requests.


Resolution



This feature is implemented in the following:
  • Pega Platform 8.4.3
  • Pega Platform 8.5
Suggest Edit

Published December 2, 2021

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