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Chat and messaging

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Use the chat and messaging feature to implement an omni-channel customer service experience for all the text-based interaction channels, such as chat, Apple Business Chat, Facebook, Twitter, WhatsApp, SMS, and MMS.

With the unified approach, bots act as the first contact point of contact for customers in all the configured channels. The messaging channel interface helps build the web chatbot for Pega Customer Service Chat, as well as a standard bot for all the other supported channels.

You can implement several self-service options in chatbots, including service cases, proactive chat, and Pega Knowledge articles. Customers can receive automated assistance and transfer to a live agent for the customer service representative (CSR) assistance. For more information, see Self-service configurations and chatbots

When a customer requests CSR assistance, the customer can specify the nature of their request and be routed to the right queue. You can also configure automatic queue routing for specific pages on the website, such as billing. The routing engine routes the request to the best CSR for the job, based on the parameters that you configure. For more information, see Queues and routing.

The CSR can review the customer's conversation with the bot and the CRM-based information, including contact information and details from previous interactions, and then execute the relevant service cases.

Configure the maximum number of customers that a CSR can service to optimize the occupancy rates depending on the following levels:

  • CSR skills
  • Organization standards
  • Conversation requests' nature

To improve customer service quality and response times, you can configure a library of custom responses for common customer scenarios. For more information, see Implementing chat and messaging.

You can also use the chat and messaging APIs to scale the application functionality to include external services. For more information, see Chat security and infrastructure.

Supported chat and messaging features by channel

The following table shows the supported Pega Customer Service Chat and messaging features by each conversation channel.

Supported features by channel
Supported features by channel

Get started with the chat and messaging feature by familiarizing yourself with the chat environment you will work. Chat and messaging has the following sections:

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