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.

Débutant

Chat and Messaging

Constellation

Anglais

Après avoir terminé ce module, vous pourrez :

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 dans la mission suivante :

Pega Digital Messaging v7

Rubriques

Configuring wait time and queue position

5 mins

Timeout and close behavior

15 mins

Configuring CSR availability

5 mins

Configuring system messages

5 mins

Quiz du module

5 mins