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Configuring chat queues and routing

  • Module

    Configuring chat queues and routing

    5 Topics

    40 mins

    Visible to all users
  • You use Digital Messaging so that customers can communicate with your organization in real time on any device. Chat requests can be sent to any...

Configuring Digital Messaging Manager

  • Module

    Configuring Digital Messaging Manager

    7 Topics

    1 hr 5 mins

    Visible to all users
  • The Digital Messaging Manager lets you add chat connections and social messaging platforms to your Digital Messaging channel interface. The Digital...

Creating a case from email

Digital messaging

  • Module

    Digital messaging

    4 Topics

    30 mins

    Visible to all users
  • Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service...

Email bot cases and responses

  • Module

    Email bot cases and responses

    2 Topics

    25 mins

    Pega Platform 8.8 Visible to all users
  • Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

Email Manager portal

  • Module

    Email Manager portal

    6 Topics

    55 mins

    Visible to all users
  • The Email Manager portal facilitates the manual processing of emails that do not meet any of the intelligent routing criteria and necessitate triage...

Initiating a call from a messaging interaction

  • Module

    Initiating a call from a messaging interaction

    1 Topic

    10 mins

    Pega Customer Service 8.8 Visible to all users
  • Customer service representatives (CSRs) resolve customer queries by initiating calls during chat interactions. When a customer becomes unavailable to...

Intelligent routing

  • Module

    Intelligent routing

    4 Topics

    1 hr

    Pega Platform 8.8 Visible to all users
  • Pega Email Bot™ can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

Pega Email Bot configuration

  • Module

    Pega Email Bot configuration

    3 Topics

    45 mins

    Pega Platform 8.8 Visible to all users
  • Pega Email Bot™ leverages Pega’s industry-leading natural language processing (NLP) and process automation to interpret, route, audit, and automate...

Routing email based on content

  • Module

    Routing email based on content

    3 Topics

    25 mins

    Visible to all users
  • Pega Email Bot can detect the topic or sentiment of an email and route the email to the appropriate operator or queue. Intelligent routing allows the...

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