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Public and private conversations

Pega Customer Service supports public and private conversations between customers and the bot or customer service representatives (CSRs) in messaging channels, such as Facebook and Twitter.

Public conversation Private conversation
A public conversation is a post or tweet that the customer sends publicly. In a private conversation the customer sends a direct message to the bot or a CSR for a private conversation.
If a customer initiates a public conversation, and when the private conversation starts, the public conversation ends. If the customer initiates a private conversation and if the conversation is ongoing, then a public message from the same customer appends to the private conversation.
A public conversation is marked by an unlocked lock icon. A private conversation is marked by a lock icon on the chat panel.

Public and Private conversation behavior

This section provides the following use cases for public and private conversations:
  • Use case 1: Private conversation running and Public conversation is initiated
    • Use case 1a: Private conversation in the Bot phase
    • Use case 1b: Private conversation in the escalated phase (to the CSR, not the bot)
  • Use case 2: No interaction running and public conversation is initiated
  • Use case 3: Public conversation running and Private conversation is initiated

The following tables represent the above use cases and demonstrate two toggle settings, for public and private conversations. The first toggle setting is to allow public messages that Pega Customer Service and the platform capture (when switched off, nothing is done with public messages). The second toggle setting is to enable CSRs to respond to public messages on Facebook and Twitter.

Use case 1a: Private conversation in the Bot phase

Allow public conversations on digital channels Allow CSRs to respond to posts or tweets Description
True ( On) True (On) The public conversation will not be escalated to the CSR, but the public message will be added to the interaction as a public message with the keywords PUBLIC TWEET or PUBLIC POST before the message.
True (On) False (Off) The public conversation will not be escalated to the CSR, but the interaction will be created in Pega Customer Service or the platform, and a public message will be added to the interaction with the keywords PUBLIC TWEET or PUBLIC POST before the message.
False (Off) True (On) NA
False (Off) False (Off) Pega Customer Service and the platform are never made aware of the post. An interaction is not created.

Use case 1b: Private conversation in the escalated phase (to CSR, not bot)

Allow public conversations on digital channels Allow CSRs to respond to posts or tweets Description
True ( On) True (On) The public message will be added to interaction as a public message, but the CSR will not be able to respond to it as a private interaction is already in progress.
True (On) False (Off) The public message will be added to the interaction as a public message, but the CSR will not be able to respond to it.
False (Off) True (On) NA
False (Off) False (Off) Pega Customer Service and the platform are never made aware of the post. An interaction is not created.

No interaction running and public conversation is initiated

Allow public conversations on digital channels Allow CSRs to respond to posts or tweets Description
True ( On) True (On) The public message is queued for a CSR. The CSR has a view of the public interaction.
True (On) False (Off) An interaction is created so that the message can be added to the transcript in case of future private conversation, but not queued for CSR.
False (Off) True (On) NA
False (Off) False (Off) Pega Customer Service and the platform are never made aware of the post. An interaction is not created.

Public conversation running and Private conversation is initiated

If there is an on-going public conversation, and the customer initiates a private conversation, then the public conversation ends.

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