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Timeout and close behavior

Suggest edit Updated on April 27, 2021

Configure the timeout and close behavior of Legacy Webchat and Digital Messaging channels, such as Web Messaging, Apple Business Chat, Facebook Messenger, SMS, Twitter Direct Messages, and WhatsApp. You can set the digital channel's behavior during an idle timeout, when a customer service representative (CSR) disconnects due to a network issue or accidentally closes the browser, and when a CSR resolves an interaction or logs out of the application. For Legacy Webchat, you can configure reminder messages to send to CSRs and customers if their chat conversations become inactive, and configure when to end an inactive conversation automatically.

  1. In the navigation pane of App Studio, click SettingsChat and messaging.
  2. In the list of chat and messaging settings, click Timeout and close behavior. Result: The Timeout and close behavior page has tabs for different digital messaging channels and Legacy Webchat.
  3. Click the channel tab for which you want to configure the timeout and behavior settings.
  4. Click Save.

Timeout and close behavior for Web Messaging

Enable the timeout and close behavior settings for Web Messaging by performing the following tasks on the Web Messaging tab.Note: With a few exceptions, most of the settings described below are the same for all the digital messaging channels. The following figure displays the timeout and close behavior settings for Web Messaging:
Timeout and close behavior settings for Web Messaging
Timeout and close behavior settings for Web Messaging
  1. Click the Web Messaging tab
  2. In the Idle time out section, in the If CSR is idle for field, enter an amount of time.
  3. In the Idle timeout list, select one of the following units of time:
    • mins
    • hours
    • Days
    Note: The default selection is mins.
  4. In the then field, select one of the following options:
    • requeue interaction
    • requeue interaction with priority
    • end conversation
    Note: All the other digital messaging channels have a fourth setting, called switch to long-running. The default selection is end conversation.
    For example, if the CSR is idle for 10 mins, then the system ends the conversation.
  5. In the If Customer is idle for field, enter an amount of time.
  6. In the Idle timeout list, select one of the following units of time:
    • mins
    • hours
    • Days
    Note: The default selection is mins.
  7. In the then field, the system displays the end conversation option, by default.
    For example, if the customer is idle for 10 mins, then the system ends the conversation. There are no other options, such as requeue interaction or requeue interaction with priority for Web Messaging. However, for all the other digital messaging channels the system displays the following options:
    • requeue interaction
    • requeue interaction with priority
    • end conversation
    • switch to long-running
  8. In the CSR disconnection timeout section, in the Allow field, enter a time in seconds in which to try to reconnect if the CSR disconnects because of connection failure.
  9. In the Behavior at network disconnection list, select one of the following options for how to proceed when the connection fails:
    • requeue interaction
    • requeue interaction with priority
    • end conversation
    Note: The default time to allow to reconnect during a disconnection is 90 seconds. The default selection for the Behavior at network disconnection field for Web Messaging is requeue interaction. For all other digital messaging channels, the default selection is end conversation.
  10. In the CSR resolves interaction or closes application section, in the Behavior at interaction close list, select the desired option from the following list for the system to perform when a CSR closes an interaction or logs out:
    • requeue interaction
    • requeue interaction with priority
    • end conversation
    Note:
    • All other digital messaging channels have a fourth option, called switch to long-running. The default selection is end conversation.
    • In Facebook Messenger, when the CSR closes an interaction tab or logs out, the default selection for Behavior at interaction close is switch to long-running.

Follow-up messaging for Legacy Webchat

Enable the follow-up messaging settings for Legacy Webchat by performing the following steps:
  1. In the navigation pane of App Studio, click SettingsChat and messaging.
  2. In the list of chat and messaging settings, click Follow up messaging.
  3. To ensure that inactive chat conversations are ended within a specified time, select the Chat follow-up check box, and then configure the following settings:
    1. To define the period of time that the application should wait before sending a reminder message, in the Send follow up message after (seconds) field, enter a number of seconds. For example: If you enter 240 seconds, the application keeps track of any activity in the chat for this period of time. If no activity happens during this period, the application considers the chat inactive and sends a reminder message to the CSR and the customer.
    2. In the Customer reminder message and CSR reminder message fields, enter the reminder messages that you want to send.
    3. To define the period of time that the application should wait before automatically ending an inactive chat session and sending a message to the customer and the CSR, in the Send wrap up message after (seconds) field, enter a number of seconds.For example: If you enter 300 seconds, the application waits for 5 minutes before it automatically ends the conversation, and then sends a message to the customer and the CSR informing them that the chat session has ended.
    4. In the Customer wrap up message and CSR wrap up message fields, enter the wrap-up message that you want to send.
  4. Click Save.

When chat CSRs are not available

Configure the When Chat CSRs are not available settings to make email the preferred method of contact for end-customers when customer service representatives(CSRs) are unavailable for a live chat. Using these settings, you can select the preferred email channel name and associate it with the corresponding offline email access group name.

Before you begin: Ensure that you have configured an email channel. For more information, see the Creating an email channel from the landing page section in Email.
  1. In the navigation pane of App Studio, click SettingsChat and messaging.
  2. In the list of chat and messaging settings, click When chat CSRs are not available.
  3. To allow customers to submit their chat questions as email messages, select the Allow end-customers to submit an email when chat is unavailable check box.
  4. In the Email channel name list, select the email channel to use when the chat CSRs are not available. For example: Email sample configuration for Pega Customer Service
    The Created in application field is automatically populated and displays the application name where the selected email channel was created.
  5. In the Offline email access group names list, select the access group that the queue processor (invoked by the chatbot) should use to create the offline email.
    Ensure that the queue processor can access the ruleset where the email channel rules are saved. By making this selection, you make sure that the queue processor can perform a full email natural language processing (NLP) analysis.
  6. Click Save.

Modifying the offline chat messages

You can change any of the offline chat messages that are included in the chatOffline_WebChat flow in the Pega Customer Service application to meet your organization's needs.

By using the following rules, you can change the text that appears in any of the six messages in the chatOffline_WebChat flow:
  • LeaveOfflineMessage
  • OfflineConfirmEmailAddress
  • GetOfflineEmailAddress
  • OfflineQuestion
  • OfflineConfirmationMsg
  • LeaveOfflineMessageAfterWaiting
  1. In the header of Dev Studio, enter and search for one of the rules that is listed above.
  2. Click the Paragraph rule.
  3. On the Paragraph page, modify the text.
    For more information, see Paragraphs.
  4. Click Save.
  5. Optional: Repeat these steps for each message that you want to modify.

Extending the offline email template

You can now modify the email template with additional information to respond to customers when chat is not available. For example, you might add the customer's full name to the template.

Before you begin: Ensure that you have configured an email channel. For more information, see the Creating an email channel from the landing page section in Email.
  1. In the header of Dev Studio, enter and search for OfflineEmailTemplate.
  2. Click the Paragraph rule.
  3. On the Paragraph tab, use the text editor to include additional information in the email template.For example: Add this line to the template: Customer’s Fullname: <<pyInteractionCase.Contact.Fullname>>
    For more information, see Paragraphs.
  4. Click Save.
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