Pega Enhancement: Audible Alert for Chat End User

User Experience
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1

Hello Pega Team,

We are currently looking to implement a Audible Alert that would play to our chat users when a CSR (Customer Care Representative) connects to them. Currently we are able to enable this setting for CSR’s to receive notification of incoming chat via App Studio > Settings > Chats and Messaging > Audio Notifications.

We had been hoping to manually recreate the functionality for the End User in a similar way as described in the link below.

However seen as this is now an OOTB functionality for the CSR we were hoping that something similar could be implemented for the End User.

This functionality is something our customers have requested so that they do not miss the CSR connecting if they had been waiting in a queue for sometime.

Thank you for you time with this,

Ben

2

Hi Pega Team - would it be possible to set up a call to discuss the above idea? This is something which our business have highlighted on numerous occasions in terms of benefit to them. Thank you

3

@NiamhC12 @BenD3915 While this is not available OOTB, the events are in place for you to build this very easily. In the PegaHelper.JS file that you get with the Chatbot, there is an event handler for CSR and System messages. These are typically used to trigger the missed message notification counter when the Chatbot is minimized. But, that same mechanism can be used to trigger an audio notification as well. I think a notification on every CSR message might be too much, but definitely one on System messages would be reasonable. The function is called handleMissedMessages in the PegaHelper. You can add the code there to play out a sound using the audio notification feature of JS. Google up “how to make javascript beep” and you will see lots of helpful ideas.

Let me know if you have further questions.

4

@Amit_PatelHi Amit, This is something which we have not yet tried but we will work on and let you know. If this does not work as expected perhaps we can have a call to discuss options? Thank you for you quick response :slight_smile:

5

@NiamhC12 Yes, if this does not work, we can have a call and debug it. Since this is not available OOTB, this will be the only viable option and we will have to figure out how to make it work.

Amit