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Module

Setting chat and messaging behavior

2 Topics

15 mins

Visible to all users
Beginner Pega Customer Service 8.6 English
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A customer can initiate a conversation using traditional chat (Web Messaging), or by sending a post from SMS or a social networking application like Facebook or Twitter. This module describes how you can configure timeout behavior for conversations with a customer service representative (CSR).

Messages from applications can be private or public. The module describes how you can configure messaging behavior related to public posts or tweets.

After completing this module, you should be able to:

Set timeout behavior for a messaging session when a customer or CSR is idle or closes the session
Set how a CSR can respond to a public post or tweet

Available in the following mission:

Pega Digital Messaging

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