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, customize system messages, and about messaging behavior in response to public posts or tweets. 

Beginner

Chat and Messaging

Inglese

After completing this module, you should be able to:

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 how a CSR can respond to a public post or tweet.

Set the Temporarily unavailable status.

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

Disponibile nelle seguenti missioni:

Pega Digital Messaging v3

Topics

Configuring wait time and queue position

5 mins

Timeout and close behavior

15 mins

Public conversations

5 mins

Configuring CSR availability

5 mins

Configuring system messages

5 mins

Module Quiz

5 mins