Engagement on public channels (Facebook)
Some service interactions start on social channels. Pega provides a variety of capabilities for responding to requests originating on your company pages or directed to customer service handles.
Pega Customer Service for Communications
Product Overview
| Capabilities | |
| Content linking | • |
| Dynamic common phrases | • |
| Character counter | |
| Transfer to queue or agent | • |
| CSR availability, presence management | • |
| Image support | • |
| Attachment support | • |
| Skills-based routing | • |
| Third-party routing (routing decision made external to Pega) | • |
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