To add the series of questions that will be presented to the customer on escalating a conversation, create a flow for the queue.Pega Customer Service provides the following sample queue flows:
- Billing questionnaire list
- General questionnaire list
- Technical questionnaire list
To create a workflow for the queue, complete the following steps.
- In the Dev Studio Explorer panel, click App.
- In the search field, enter PegaCA-Work
- Click ChatWithAgent > PreChatQuestions > Process > Flow.
- Click Create and build your new flow and questions on
that flow. The sample queue flows listed above give you direction on how to do this.
- In the Label field, enter a name, and then click
Create and open.For more information about flows, see Flows.