Configuring a Case suggestion

If you have requested a new Pega instance, ensure that you complete the Creating a Digital Messaging interface challenge before you continue to the next task.

1. In the Pega instance for the challenge, click Launch Pega Infinity to log in to App Studio as a Customer Service Administrator:
   1. In the User name field, enter CSAppAdmin.
   2. In the Password field, enter password123!.
2. In the navigation pane of App Studio, click Control Panel.
3. Click the Engagement Channels tile, then expand Messaging section.
4. To the right of Messaging Channel, click Continue to open the Retail bank Digital Messaging interface.
5. On the Configuration tab of the Digital Messaging interface, in the Content section, click Add case type to add the Address change Case Type.
6. Configure the Response section for the Case Type:
   1. In the Case type list, select Address change.
   2. In the Create case command field, enter Address change.
   3. In the Can be suggested by field, select Chatbot to user OR AI to agent.

1. Click the Text analysis section.
2. Scroll down to expand the Keywords section.
3. In the Approximate match field, enter the words that can trigger the Case suggestion, such as Address, change, shift, update, move, modify, edit.
4. Click Submit to update the configuration.
5. In the upper-right corner, click Save to save your updates.
   
6. In the lower-left corner, click the user icon, and then select Log off to log out of App Studio.

1. Log in to the Interaction Portal:
   1. In the User name field, enter CSR.
   2. In the Password, enter password123!.
2. In the navigation pane of the Interaction Portal, click the Chat icon to make the CSR available.
3. In the Messaging settings, enter the following details:
   1. In the Chat alias field, enter Bob as the name of the agent.
   2. In the Joined queues section, select all the listed queues.
   3. In the Status list, select Available to make the agent available.
   4. Click Submit.