Setting chat and messaging behavior

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.

Beginner

Chat and Messaging

Constellation

Inglês

Depois de concluir este módulo, você deverá ser capaz de:

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.

Disponível na seguinte missão:

Pega Digital Messaging v6

Tópicos

Configuring wait time and queue position

5 min

Timeout and close behavior

15 min

Configuring CSR availability

5 min

Configuring system messages

5 min

Quiz do módulo

5 min