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.

Beginner

Chat and Messaging

Inglese

After completing this module, you should be able to:

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.

Disponibile nelle seguenti missioni:

Pega Digital Messaging v3

Topics

Customer to CSR connection

5 mins

Creating and adding skills

5 mins

Configuring a messaging queue

10 mins

Chat routing

10 mins

Routing based on context data

5 mins

Module Quiz

5 mins