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Managing inactive chat and messages

Updated on March 25, 2020

Configure Chat and messaging follow-up settings to enable Pega Customer Service to determine when to classify inactive text-based conversations as inactive. The application considers a conversation as inactive, if no message is exchanged between the customer service representative (CSR) and the customer for a predefined period of time. After determining that a conversation is inactive, the system sends the reminder messages to both the CSR and the customer to inform them that the conversation will be terminated if no activity happens within a given period of time, for example 60 seconds.

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