Skip to main content
This content has been updated. Click here to continue your progress on the latest version.

Adding a common phrase

Adding a common phrase

To decrease the time needed for a customer service representative (CSR) to respond to common customer questions, and to ensure consistent responses, you can configure a set of common phrases that CSRs can select from and send in their replies. The use of common phrases is supported in chat, messaging, and email interactions.

To create a common phrase log in to the Interaction Portal as a manager. From there you access common phrases from the Application Tools.

Application tools

Click Add phrase to add a common phrase.

Adding a common phrase

Give the phrase a name and assign it a category. A CSR sees a list of categories and then all of the phrases for that category. You can also select which language this phrase is appropriate for and whether this phrase should be available to chat, email, or both of those channels. Next you supply the text that is inserted when the CSR selects the common phrase.

The last part of the configuration is the option to see customer utterances.  Any phrases or text you put here is used to train the Augmented Agent when to suggest this common phrase to a CSR.

If you are having problems with your training, please review the Pega Academy Support FAQs.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice