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Initiating a call from a messaging interaction

1 Topic

10 mins

Pega Customer Service 8.8
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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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