Setting chat and messaging behavior

Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service representatives (CSRs), bots, and their external contacts.

This module describes how to configure the wait time and queue position of a customer in a queue, and how to configure timeout behavior for conversations with a CSR.

You also learn how to configure CSR availability and customize system messages.

Principiante

Chat and Messaging

Constellation

Inglés

Después de completar este módulo, podrá hacer lo siguiente:

Configure the wait time and queue position of a customer in a queue.

Set timeout behavior for a messaging session when a customer or CSR is idle or closes the session.

Set the Temporarily unavailable status.

Enable, disable, or customize messages that the system sends to CSRs and customers during chats.

Disponible en la siguiente misión:

Pega Digital Messaging v7

Temas

Configuring wait time and queue position

5 minutos

Timeout and close behavior

15 minutos

Configuring CSR availability

5 minutos

Configuring system messages

5 minutos

Cuestionario del módulo

5 minutos