Adding common phrases
Add the common phrases that a customer service representative (CSR) can select from during chat and messaging interactions.
Pega Customer Service
Implementation Guide
To copy existing common phrases from another environment,
or to copy individual common phrases, see the Importing and exporting common
phrases section below.
- In the navigation pane of App Studio, click .
- In the list of Chat and messaging settings, click the Common
phrases tab.You can either add a new common phrase or edit an existing common phrase.
- Add a new common phrase by performing the following steps:
- In the Phrases section, on the right side, click .
- In the Add phrase dialog box, in the
Phrase name field, enter a short name for the
phrase that clearly identifies the phrase to the CSRs.During an interaction, the CSR sees only this short name and must determine the correct common phrase to select based on this short name.
- In the Phrase category list, select the category
to which this common phrase applies.During an interaction, the common phrases are grouped by category so that the CSR can more quickly find the appropriate response.
- To restrict the selection of a common phrase to
customers with specific browser locales, select the language of the
phrase in the Language list.
- To restrict the selection of a common phrase to
customers using a specific channel, select that channel in the
Channel list.
- To restrict the phrase to chat and messaging interactions only, select Chat.
- To allow the phrase in all supported interaction types, select All.
- To exclude the phrase from Augmented Agent
automatic responses, select the Exclude from auto
response check box.Automatic responses are part of the Augmented Agent suggested replies feature.
- In the Phrase text field, enter the complete
text that will be sent to the customer when the CSR selects this common
phrase.To insert properties that will be populated at runtime, such as the CSR name or customer account information, complete the following steps:
- Click Insert attribute.
- Select the attribute category from the Refer to list.
- Select the property name from the Attribute list.
- Click Append.
- To train the Augmented Agent suggested replies feature to recognize when to suggest this common phrase to a CSR, complete the steps in the Seed customer utterances section of Configuring customer utterances to train the Augmented Agent.
- Click Submit.
- To save the changes to the newly-added phrase, click Save.
- Edit an existing common phrase by performing the following steps:
- In the Phrases section, click the phrase name that you want to edit from the available list of phrases. The system displays the Edit phrase dialog box.
- Repeat steps 3b to 3h above.
- Click Submit.
- To save the changes to the edited phrase, click Save.
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