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Digital messaging

3 Topics

25 mins

Visible to: All users
Beginner Pega Customer Service 8.8 Pega Customer Service 8.7 Pega Customer Service 8.6 Conversational Channels English

Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service representatives. A customer can start a request in one channel, for example live chat, and resolve the case via phone or a social channel. Customer service representatives see the conversation history and are guided by text analysis to the appropriate replies, input forms, and cases.

After completing this module, you should be able to:

Describe chat and messaging features
Understand how queues are used
Understand the customer service representative experience

Available in the following mission:

Pega Customer Service Foundation v5

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