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.

Note:

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

• Web Messaging or Legacy Webchat
• SMS/MMS
• 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: