Configuring context data for Web Messaging

The Context button in the chat panel header captures the customer's metadata and sends that data from Web Messaging as a payload through the messaging API. The chat widget collects the context data and passes it to Pega Customer Service™. Pega Customer Service presents the context data to the customer service representative (CSR) as an overlay. Context data gives information that the CSR can use to deduce the intent of the customer to contact the contact center.

Configuring context data in Digital Messaging Manager

U+ Bank, a retail bank, wants to configure custom chat context data and pass it over to its CSRs in the live chat to analyze customer intent before beginning a conversation.

To implement the business scenario, log in to the Customer Service, and then open the Retail bank web messaging connection in the Digital Messaging Manager window.

Click Context data tab to configure the general context data points and the custom chat context data.

Note: The general chat context data points work without any website configuration, but custom tags require implementation on your website.

In the General information section, select the chat context data points that you want to pass to CSR in the live chat. You can select one or more options from the following chat context data points, which the system captures without any website configuration:

Context data point	Description
IP address	The IP address of the customer's device
Location	The customer's location
Browser/device	The browser or the device from which the customer is interacting
Current page	The name of the web page in the website from which the customer is interacting

In this implementation phase, the bank wants to present the CSR with the customer's general information with Location, Browser, and Current page fields in the live chat. Select the Location, Browser/Device, and Current page check boxes, and then click Save to save the information.

Also, the bank wants to present the CSR with the customized values such as First Name, Last Name, Gender, and Interested In. In the Tags section, define these values as tags.

In the Display Name field, enter the data point name. In the Tag field, enter the tag that corresponds to the display name field for all the tags. Click Add to add the newly entered values under the Display Name and Tag fields.

Note: The Tag field must have alphanumerical characters without any spaces and special characters. This field is embedded in the website code.

Click Copy code snippet to copy the code with display names and tags and paste it in U+ Bank's web page.

Note: When you click Copy code snippet, the system opens a new pop-up window that contains the code that you must copy.

Once you paste the code into the U+ Bank's web page, the system can track the customer's information.

Return to the Channels tab of the Digital Messaging channel, and then click Save.

Making the agent available in the Interaction portal

Now, log in to the Interaction Portal as a customer service representative (CSR), and then click the Chat icon to make the agent available.

You can now join the queues by selecting one or more queues to receive requests that are specific to those categories. In this scenario, you select all queues to receive various requests from customers, and then set status as Available for a live conversation with customers.

Starting a conversation with a CSR

Now, on the U+ Bank website, log in as Sara. Start a conversation by entering Connect with agent in the chat window to trigger the service case.

Select the option you need help with, and then proceed.

A chat request comes into the CSR. Accept the call to continue the conversation with the customer.

When the CSR clicks the Context button, the system presents the CSR with the customer's general information in an overlay with fields for their device and the current page. The CSR also receives customized values which helps the CSR identify the customer.