Skip to main content
LinkedIn
Copied!

Table of Contents

Searching the text of common phrases

The new search functionality enables CSRs to enter keywords into the common phrases search bar, in the live chat pop-up, and find relevant phrases without already having any knowledge about categories or phrase names.

To search the text of common phrases, refer to the figure below and 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. Messages from the customer appear in the Live chat window.

  3. In the Live chat pop-up window, click Phrases(1), scroll to the bottom of the list, and then click Search phrases(2).

  4. In the Search phrases box(3), enter the first letter of the keyword to produce a list of categories and phrases (4).

    Performing text-based common phrase search
    Performing text-based common phrase search
  5. To select a phrase, press the down arrow to scroll through the list, and then press Enter on the phrase that you want to use.

    Hover over a phrase, which the system returns as a match to the user input, to see the entire text of the phrase in a tooltip (5)
  6. 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