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Follow up messaging

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Configure Chat and messaging follow-up settings to enable Pega Customer Service to determine when to classify inactive text-based conversations as inactive. The application considers a conversation as inactive, if no message is exchanged between the customer service representative (CSR) and the customer for a predefined period of time. After determining that a conversation is inactive, the system sends the reminder messages to both the CSR and the customer to inform them that the conversation will be terminated if no activity happens within a given period of time, for example 60 seconds.

Configuring follow up messaging

Configure reminder messages to send to CSRs and customers if their chat or messaging conversation become inactive, and configure when to automatically wrap up an inactive conversation. There are separate settings for chat conversations and messaging conversations.

  1. In the navigation pane of App Studio, click Settings Chat and messaging .

  2. In the list of chat and messaging settings, click Follow up messaging.

  3. To ensure that inactive chat conversations get wrapped up within a specified time frame, select the Chat follow-up check box, and then configure the following settings:

    1. To define the period of time that the application should wait before sending a reminder message, enter the number of seconds in the Send follow up message after (seconds) field.

      If you enter 240 seconds, the application keeps track of any activity in the chat for this period of time. If no activity happens during this period, the application considers the chat as inactive and sends a reminder message to the CSR and customer.
    2. Enter the reminder messages that you want to send in the Customer reminder message and CSR reminder message fields.

    3. To define the period of time that the application should wait before automatically wrapping up the inactive chat and sending a message to the customer an CSR, enter the number of seconds in the Send wrap up message after (seconds) field.

      If you enter 300 seconds, the application waits for 5 minutes before it automatically wraps up the conversation, and also sends a message to the customer and the CSR informing them that the chat has ended.
    4. Enter the wrap up messages that you want to send in the Customer wrap up message and CSR wrap up message fields.

  4. To ensure that inactive messaging conversations get wrapped up within a specified time frame, select the Messaging follow-up check box, and then configure the following settings:

    1. To define the period of time that the application should wait before sending a reminder message, enter a number of hours in the Send follow up message after (hours) field.

      If you enter 24 hours, the application keeps track of incoming messages for this period of time. If the application does not receive any response from the customer during this period, the application considers the message as inactive and sends the reminder message to the customer.
    2. Enter the reminder message to send to the customer in the Customer reminder message field.

    3. To define period of time that the application should wait before terminating the message, enter the number of hours in the Send wrap up message after (hours) field.

      If you enter 48 hours, the application terminates the inactive conversation and sends a message to the customer informing them that the conversation has ended.
    4. Enter the reminder message to send to the customer in the Customer wrap up message field.

  5. Click Save.

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