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Creating a queue flow

Updated on March 25, 2020

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.

  1. In the Dev Studio Explorer panel, click App.
  2. In the search field, enter PegaCA-Work
  3. Click ChatWithAgent > PreChatQuestions > Process > Flow.
  4. 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.
  5. In the Label field, enter a name, and then click Create and open.
    For more information about flows, see Flows.
What to do next: After creating a queue flow, create a question rule with the list of questions you want to ask the customers. For more information, see Creating a question rule to add questions.

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