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Configuring chat queues and routing

4 Topics

35 mins

Visible to: All users
Beginner Pega Customer Service 8.6 English
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Digital Messaging lets customers 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 shows how to create chat queues and route requests to a queue based on CSR skill or workload.

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

Available in the following mission:

Pega Digital Messaging v2

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