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Chat and messaging

Updated on January 7, 2022

The convenience and usability of web and digital messaging have made them the preferred engagement channels for many customers, thanks to their proximity to self-service options such as chatbots, knowledge articles, and web self-service pages. Note that all chat and messaging interactions are served to CSRs working through the Interaction Portal. Pega Customer Service for Financial Services does not support the ability to use those channels as stand-alone components or through third-party desktops.

Pega Customer Service for Financial Services Product Overview

In the following table, the column values are as follows:

  • Web Messaging or Legacy Webchat
  • Facebook Messenger
  • Apple Business Chat
  • WhatsApp
  • Mobile Messaging SDK
  • Client Channel API
Capabilities API
Pre-chat questions
Concurrency management (global, queue, or by CSR)
Initiate a co-browsing session
Channel switching
Wait time calculations
Deferred queuing and routing (when CSRs are not available)
Post-chat surveys
Content linking (knowledge article sharing)
Dynamic common phrases
Page push (takes the customer to a different web page)
Transfer to queue or agent
CSR availability (presence) management
CSR notifications (audio, visual)
Attachment / image support
Emoji support
Share transcript
Usage reporting
Skills-based routing
Third-party routing (routing decision made external to Pega)

Users have the ability to switch from the Web Messaging channel to a different messaging channel, mid-interaction.

The following figure shows a WhatsApp conversation with an embedded image as shared by a CSR:

WhatsApp conversation with embedded image
Embedded image in a WhatsApp conversation

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