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Public conversations

Configure specific App Studio settings to capture the public conversations and allow customer service representative (CSR) to respond to those public conversations from channels like Facebook and Twitter. Configuring these settings enable the routing engine to route public tweets or posts to a dedicated queue. In the absence of routing rules, the routing engine routes the public tweets or posts to the first available queue in alphabetical order.

The czResponseType property holds a value that differentiates between public and private conversation of Facebook, Twitter. Optimize this property for the following implementation classes: PegaCA-Work-Interaction and PegaCA-Work-Interaction-Chat.
  1. In the navigation pane of App Studio , click Settings Chat and messaging .

  2. In the list of Chat and messaging settings, click the Public conversations tab to enable the settings for public conversations.

  3. On the Public conversations page, the system displays the settings for the following public channels:

    • Twitter
    • Facebook
    Twitter and Facebook settings for public conversations
    Configuring Twitter and Facebook settings in App Studio
  4. To enable Twitter settings, perform the following steps:

    1. To allow the system to capture public tweets and store them as interactions, select the Allow public tweets to be captured and stored as interactions check box. This check box is set to on, by default.

    2. To allow CSRs to respond to public tweets, click the Allow CSRs to respond to public tweets check box. This check box is set to off, by default.

  5. To enable Facebook settings, perform the following steps:

    1. To allow the system to capture the public posts and store them as interactions, select the Allow public posts to be captured and stored as interactions check box. This check box is set to on, by default.

    2. To allow CSRs to respond to public posts, click the Allow CSRs to respond to public posts check box. This check box is set to off, by default.

  6. Click Save to apply the changes.

    For use cases for public and private conversations, see Public and private conversations.
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