The anonymous customer interactions functionality helps customer service representatives assist customers who are not identified in the application through chat, email, phone, or social channels.

Customer service representatives often interact with users who are not identified as customers in the database. The users might call, chat, or post on Facebook to seek information about a new product. In such cases, a customer service representative does not need to pull up a contact or account information to reply to general inquiries from these users. Customer service representatives can assist anonymous customers using the following tabs: Search and General assistance.

1. To start an interaction with customers based on the channel of your choice, you can configure either the Search or General assistance tabs.
2. To start the Chat channel on the General assistance tab, perform the following steps:
   1. In the Dev Studio Explorer panel, click App. In the search field, enter PegaCA-Work-Interaction.
   2. Click Chat > Data Model > Data Transform > pyDefault.
   3. Click Save as and save the rule in your open ruleset.
   4. In the Label field, enter a name, and then click Create and open.
   5. In the Source field of the .DefaultTabInSearchScreen row, enter GeneralAssistance.
   6. Click Save.
   7. Repeat steps 1a to 1f for each of the channels that you want to modify.
3. By default, the anonymous customer functionality is enabled. You can disable the General assistance, and New customer tabs by performing the following steps:
   Note: You cannot disable the Search functionality.
   1. In Dev Studio, in the search field, enter and select CSInteractionSettings.
   2. Click Save as and save the rule in your open ruleset.
   3. In the Label field, enter a name, and then click Create and open.
   4. In the Source field of the .EnableAnonymousInteractions row, enter false.
   5. Click Save.