Configuring chat queues and routing

You use Digital Messaging so that customers can communicate with your organization in real time on any device. Chat requests can be sent to any customer service representative (CSR) or a specialist CSR for a given subject. This module explains how to create chat queues and how to route requests to a queue based on CSR skill or workload and context data.

Anfänger

Chat and Messaging

Englisch

Nach Abschluss dieses Moduls können Sie Folgendes:

Configure a chat queue.

Configure pre-chat questions for a queue.

Route chat requests based on CSR skill or workload.

Use a third-party service to route chat requests.

Route customers to a specific queue based on context data.

In der folgenden Mission verfügbar:

Pega Digital Messaging v3

Themen

Customer to CSR connection

5 Min.

Creating and adding skills

5 Min.

Configuring a messaging queue

10 Min.

Chat routing

10 Min.

Routing based on context data

5 Min.

Modulquiz

5 Min.