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Engagement on public channels (Facebook)

Updated on January 7, 2022

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 Financial Services Product Overview
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)
Note: Due to changes by Twitter in the API and the licensing model, direct integration with Twitter is no longer supported in the Digital Messaging channel interface.

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