Bot Response_Unified Messaging
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).
Steps to Reproduce
- Accept a chat request (that is, the CSR accepts the chat) initiated by the user.
- Close the Interaction portal with the active chat.
A defect in Pegasystems’ code or rules.
The Chrome browser blocked the synchronous requests. These requests must be converted to asynchronous requests.
This feature is implemented in the following:
- Pega Platform 8.4.3
- Pega Platform 8.5