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Support Article

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).

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.


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

Published December 2, 2021

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