The chat and messaging section outlines the configuration elements that support all of the individual channels supporting conversations between customer service representatives (CSRs), bots, and their external contacts. Engagements in Pega Customer Servicecan be synchronous over chat or asynchronous over social channels, such as Facebook. The Digital Messaging service continues to add new features and channels, and this section describes a new chat channel (Web Messaging). Web Messaging delivers a light configuration experience while supporting many of Pega's Legacy Webchat (formerly known as Pega Chat) features.

Caution: Legacy Webchat is deprecated. To start the migration to Web Messaging, see Migrating from Legacy Webchat to Web Messaging.

The following figure shows the Pega's Digital Messaging channels fit in the chat and messaging configuration:

You can get started by familiarizing yourself with the Digital Messaging channels and their configuration instructions in the following sections.

• Digital Messaging
• Legacy Webchat
• Configuring a chatbot
• Chat and messaging configuration
• Migrating from Legacy Webchat to Web Messaging
• Chatbot escalations
• Wait time calculation
• Queues
• Routing
• Third-party routing
• Content security policy
• Cross-Site Request Forgery (CSRF)
• Messaging attachments
• Enabling chat panel configuration settings
• Timeout and close behavior
• Public conversations
• Augmented agent
• Page push
• Knowledge articles
• Proactive notifications for Legacy Webchat
• Authentication using Digital Messaging
• Context data for Web Messaging
• Custom data for Legacy Webchat
• Channel switching
• Carousel messages
• Chat transcripts
• Post-chat survey
• Web Messaging bot
• CSR portal
• Chat security and infrastructure (Appendix)