Close behavior for Pega Chat (Channel API)

[Swen_Rolink]

Hi!

I’m looking for a way to establish asynchronous messaging between a customer and a CSR using the Channel API of Digital Messaging.

My challenge is that when the CSR closes the chat tab a message is directly send to the customer saying the CSR has left the conversation even though multiple CSRs are logged in and the timeout/close behavior is set to “requeue” or “requeue with priority”.

[matyj (Jan Matys)]

@Swen Rolink

Here is the solution to the reported issue:

If you have Quick wrap up enabled, https://docs.pega.com/bundle/customer-service-88/page/customer-service/uikit-implementation/get-started/settings-agent-productivity.html, it will automatically end the conversation. Disabling that option will result in the desired outcome for the chat that has been left by the CSR.