Skip to main content
LinkedIn
Copied!

Table of Contents

Chat and messaging configuration

Version:

Only available versions of this content are shown in the dropdown

Configure the settings that connect your application to the Legacy Webchat server. You can also define the global settings for Legacy Webchat and Digital Messaging, such as the maximum number of conversations per CSR and how to calculate the wait time.

  • The Legacy Webchat server section applies only to Legacy Webchat.
  • The remaining sections, such as Wait time calculation, Composing and saving, and Audio notifications, apply to Legacy Webchat and Digital Messaging.

To configure the Legacy Webchat server and settings for other messaging channels, perform the following steps:

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

  2. From the list of Chat and messaging settings, click the Chat and messaging configuration tab to configure the chat and messaging settings.

  3. Configure the Legacy Webchat server. For more information, see Configuring the Legacy Webchat server.

  4. Configure the wait time calculation settings. For more information, see Wait time calculation.

  5. In the Composing and saving section, configure the following settings:

    1. Configure proactive chat. For more information, see Configuring proactive chat.

    2. To define how often the chat transcript should be updated and saved as a conversation history, enter a value in the Chat transcript save interval field.

      If you enter 3, the chat transcript is updated after every third message from the customer.
  6. In the Audio notifications section, configure the following settings:

    1. To send an audio notification for an incoming work to the CSR, select the Enable audio notification check box.

    2. To determine the number of times to play the audio file, enter a value in the Number of times to play the audio file field.

    3. To upload an audio file for the audio notification, click Upload file, and then select the audio file from your media.

      Supported audio file formats are MP3 and MPEG4.
  7. Click Save.

Suggest Edit
Did you find this content helpful?

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Ready to crush complexity?

Experience the benefits of Pega Community when you log in.

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

Pega Community 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
Contact us