Chat and messaging configuration options define the properties for all the individual channels that support conversations between customer service...

Messaging AI analyzes the context of the conversation and suggests cases and knowledge articles while a CSR interacts with a customer. Messaging AI...

Determine project cost and schedule by estimating staffing and timelines with the Estimator tool. The Estimator is a discovery tool that provides an...

Skip Processes and entire Stages that are unnecessary in certain situations so that Cases can process with increased efficiency and flexibility. 

Learn how to configure a suggested case in the Voice AI channel. A suggested case provides guidance to the CSR on how to resolve a customer request.

Learn how to configure a suggested knowledge article in the Voice AI channel. A suggested Pega Knowledge article provides information related to the...

One of the critical parts of building an accessible product is to understand how to test the product throughout the development process. Learn about...

Capture and present data in your application to provide the information that is necessary to complete work. Configure relationships among data types...

Guide users through the Case Life Cycle by identifying the current Case Status and adding instructions to enable users to complete assigned Tasks.