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Setting chat and messaging behavior

4 Topics

35 mins

Visible to: All users
Beginner Pega Customer Service '24.1 Pega Customer Service '23 Chat and Messaging Constellation English

Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service representatives (CSRs), bots, and their external contacts.

This module describes how to configure the wait time and queue position of a customer in a queue, and how to configure timeout behavior for conversations with a CSR.

You also learn how to configure CSR availability and customize system messages.

After completing this module, you should be able to:

Configure the wait time and queue position of a customer in a queue.
Set timeout behavior for a messaging session when a customer or CSR is idle or closes the session.
Set the Temporarily unavailable status.
Enable, disable, or customize messages that the system sends to CSRs and customers during chats.

Available in the following mission:

Pega Digital Messaging v5

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