Skip to main content
LinkedIn
Copied!

Table of Contents

Performing character-based common phrase search

CSRs perform character-based common phrase searches by entering launch characters in the text entry area of the live chat pop-up window. The system then initiates a search for common phrase categories, titles, and searches within the phrase's text.

To search the text of common phrases, perform the following steps:

  1. Log in to the Interaction Portal with CSR Manager or CSR credentials.

  2. To start a live chat session, accept an incoming chat request from a customer. Message from the customer appears in the Live chat pop-up window.

  3. In the text entry area, enter the launch character that you configure in App Studio followed by a letter or a number.

    The system displays a list of categories along with phrases and the text of the phrase, as shown below:
    Performing launch character-based search
    Performing launch character-based search
  4. To select a phrase, press the down arrow, and then press Enter.

    Hover over a phrase to see the entire text of the phrase in a tooltip.
  5. The text of the chosen phrase appears in the text entry area in the Live chat pop-up window for the CSR to send to the customer.

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