Mission
Pega Digital Messaging
8 Modules
6 Challenges
6 hrs 10 mins
Pega Digital Messaging delivers frictionless experiences over all the top consumer-preferred digital channels, including chat, Facebook, Apple Messages for Business, WhatsApp, and SMS.
Learn how to set up a web messaging connection and simplify service from the center out as you build functionality and deploy instantly across all digital channels. With Pega Digital Messaging, you can create and transform processes and features right to ensure efficiency and consistency.
Learn how the Messaging AI feature analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer.
In addition, learn how a customer service representative can initiate an outbound phone call from a messaging interaction.
Available in the following mission:
Getting started with Digital Messaging
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Module
Getting started with Digital Messaging
2 Topics
15 mins
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In this module, you learn about Digital Messaging and its supported messaging platforms. Also, learn how to create a Digital Messaging interface to...
Configuring Digital Messaging Manager
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Module
Configuring Digital Messaging Manager
8 Topics
1 hr 10 mins
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The Digital Messaging Manager lets you add chat connections and social messaging platforms to your Digital Messaging channel interface. The Digital...
Creating a Digital Messaging channel interface
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Challenge
Creating a Digital Messaging channel interface
2 Tasks
10 mins
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U+ Bank wants to set up its chatbot to respond to service requests received from several digital channels. As an initial step, the bank first wants to...
Interacting with customers using a chatbot
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Module
Interacting with customers using a chatbot
3 Topics
30 mins
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In this module, you learn about the Web Messaging bot and its configuration options. You also learn how to configure a chatbot with Digital Messaging...
Configuring a chatbot with web messaging
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Challenge
Configuring a chatbot with web messaging
5 Tasks
15 mins
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The business wants to allow its customers to make payments using a digital messaging channel. The chatbots can handle this type of request and allow...
Authenticating customers using Digital Messaging
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Module
Authenticating customers using Digital Messaging
2 Topics
20 mins
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Authentication helps prevent malicious or unauthorized users from hijacking data. In this module, you learn how Pega Customer Service™ authenticates...
Configuring chat queues and routing
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Module
Configuring chat queues and routing
5 Topics
40 mins
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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...
Configuring chat queues
Setting chat and messaging behavior
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Module
Setting chat and messaging behavior
4 Topics
35 mins
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Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...
Configuring common phrases for agents
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Module
Configuring common phrases for agents
1 Topic
10 mins
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Learn how to provide customer service agents with a set of common phrases so that the agents can insert preapproved phrases into their responses to...
Configuring common phrases for agents
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Challenge
Configuring common phrases for agents
3 Tasks
5 mins
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U+ Bank wants to set up a consistent greeting for customer service agents to initiate Web messaging conversations. The message welcomes the customer...
Setting up Messaging AI
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Module
Setting up Messaging AI
5 Topics
50 mins
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Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...
Configuring a Case suggestion
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Challenge
Configuring a Case suggestion
5 Tasks
15 mins
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Customers of U+ Bank initiate a chat session with a live CSR and request to change their home address. The expected outcome is that Messaging AI...
Configuring a knowledge article suggestion
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Challenge
Configuring a knowledge article suggestion
5 Tasks
5 mins
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Customers of U+ Bank initiate a chat session with a live CSR and state that they want to know about the credit card benefits. The expected outcome is...
