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.

初級

Chat and Messaging

Constellation

英語

このモジュールを完了したら、以下の目的を達成できるようになります。

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.

このモジュールは、下記のミッションにも含まれています。

Pega Digital Messaging v6

トピック

Configuring wait time and queue position

5 分

Timeout and close behavior

15 分

Configuring CSR availability

5 分

Configuring system messages

5 分

モジュールクイズ

5 分