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Support Article

Live chats are not transferred from Chatbot to Live Agent

SA-88198

Summary



Live chats are not transferred from the Chatbot to a Live Agent. The chats are in the queue; however, the Live Agent does not receive the Toaster popup.


Error Messages



Not Applicable


Steps to Reproduce



Initiate a chat request from the Chatbot. The Toaster popup does not display to the Live Agent.


Root Cause



Chat specific Queue Processors (that is, cyFetchRoutingDestination, cyReRouteConversationRequest and cyUpdateConversationSchema) were not running.


Resolution



Perform the following local-change:

Restart the below Queue Processors from the Pega Admin Studio.
  • cyFetchRoutingDestination
  • cyReRouteConversationRequest
  • cyUpdateConversationSchema
Suggest Edit

Published March 19, 2020 - Updated December 2, 2021

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