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Support Article

Live chats are not transferred from Chatbot to Live Agent



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.


Perform the following local-change:

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

Published March 19, 2020 - Updated December 2, 2021

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