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Module

Configuring chat queues and routing

5 Topics

40 mins

 Visible to: All users
Beginner
Pega Customer Service 8.8
Chat and Messaging
English
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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 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.

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.

Available in the following mission:

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

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