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Module

Configuring chat queues and routing

5 Topics

40 mins

Visible to: All users
Beginner Pega Customer Service '23 Chat and Messaging Constellation English

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 configure intelligent routing conditions to route customer requests to a specific queue based on context data.

After completing this module, you should be able to:

Configure a chat queue.
Configure pre-chat questions for a queue.
Route customers to a specific queue based on context data.

Available in the following mission:

Pega Digital Messaging

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