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Module

Initiating a call from a messaging interaction

1 Topic

10 mins

Pega Customer Service 8.8
Visible to all users
Beginner Pega Customer Service 8.8 Chat and Messaging English

Customer service representatives (CSRs) resolve customer queries by initiating calls during chat interactions. When a customer becomes unavailable to chat, but available to take a call, the CSR can initiate a phone call in the middle of the chat to make it easier to gather the information required to resolve the issue.

After completing this module, you should be able to:

Enable CSRs to initiate mid-chat calls by assigning the click-to-call skill to CSRs and enabling computer telephony integration.
Initiate an outbound phone call from a messaging interaction.

Available in the following mission:

Pega Digital Messaging

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