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Configuring the When chat CSRs are not available settings

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To improve the customer service experience when a customer service representative (CSR) is not available for live chat, you can give customers the option to submit their chat questions as an email message by configuring the When Chat CSRs are not available settings. New chat requests can go unassigned when CSRs are occupied with taking up new requests within the maximum wait time, the chat request occurs outside of business hours, and the message system is unavailable.

Ensure that you have configured an email channel. For more information, see the Creating an email channel from the landing page section in Email.
  1. In the navigation pane of App Studio, click Settings Chat and messaging .

  2. In the list of chat and messaging settings, click When chat CSRs are not available.

  3. To allow customers to submit their chat questions as email messages, select the Allow end-customers to submit an email when chat is unavailable check box.

  4. In the Email channel name list, select the email channel to use when the chat CSRs are not available.

    Email sample configuration for Pega Customer Service
    The Created in application field is automatically populated and displays the application name where the selected email channel was created.
  5. In the Offline email access group names list, select the access group that the queue processor (invoked by the chatbot) should use to create the offline email.

    You want to ensure that the queue processor can access the ruleset where the email channel rules are saved. By making this selection, you ensure that the queue processor can perform a full email natural language processing (NLP) analysis.
  6. Click Save.

Modifying the offline chat messages

You can change any of the offline chat messages that are included in the chatOffline_WebChat flow in the Pega Customer Service application to meet your organization's needs.

By using the following rules, you can change the text that appears in any of the six messages in the chatOffline_WebChat flow:

  • LeaveOfflineMessage
  • OfflineConfirmEmailAddress
  • GetOfflineEmailAddress
  • OfflineQuestion
  • OfflineConfirmationMsg
  • LeaveOfflineMessageAfterWaiting
  1. In the header of Dev Studio, enter and search for one of the rules that is listed above.

  2. Click the Paragraph rule.

  3. On the Paragraph page, modify the text.

    For more information, see Paragraphs.
  4. Click Save.

  5. Optional:

    Repeat these steps for each message that you want to modify.

Extending the offline email template

You can now modify the email template with additional information to respond to customers when chat is not available. For example, you might add the customer's full name to the template.

Ensure that you have configured an email channel. For more information, see the Creating an email channel from the landing page section in Email.
  1. In the header of Dev Studio, enter and search for OfflineEmailTemplate.

  2. Click the Paragraph rule.

  3. On the Paragraph tab, use the text editor to include additional information in the email template.

    Add this line to the template: Customer’s Fullname: <<pyInteractionCase.Contact.Fullname>>
    For more information, see Paragraphs.
  4. Click Save.


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