The chat panel in the Interaction Portal allows customer service representatives
(CSRs) in the contact center to enter conversations with a customer when the customer
escalates their interaction, to help resolve their issues or provide any additional
information that the bot cannot provide. Using this panel, the CSR can also download
conversation transcripts, get insight into the customer's intent, approaching the contact
center using context data, request customer authentication, start a co-browse session, send
attachments, and transfer their interactions to other agents.
Pega Customer Service
Implementation Guide
Chat panel
Note: The chat panel looks similar to chat panels for private messaging channels, Web
Messaging, and Legacy Webchat.
The different options in a CSR chat panel
No
Description
1
Icon for an authenticated customer.
2
Illustrates the customer sentiment. The sentiment is deduced from the
customer’s most recent messages (two or three).
3
Shows a transcripts overlay with the conversation that the customer had
with the bot before escalating to the CSR.
4
The Context option shows the customer metadata, which the CSR can view
to understand the customer's intent in contacting the contact center.
5
The Actions menu consists of the following
options:
Transfer interaction
The CSR can transfer
the interaction to another CSR or another queue.
End chat
The CSR can end the conversation
with the customer.
Start co-browse
The CSR can start a
co-browse session with the customer. If the customer converses
from a public channel, then the Start
co-browse option is disabled.
Note: If
co-browse is disabled in App Studio, the
Start co-browse option is also
unavailable in the Interaction portal. To start a co-browse
session from the Interaction portal, click Add tasks GeneralCo-Browsing SessionAdd Task.
Download transcripts
Clicking
Download transcripts opens up the
Opening ChatTranscript.txt dialog
box.
You can also download the transcript after ending the
chat session, or from the Interaction portal after the session ends.
Click My WorkRecent work. On the Recent work tab, click
the interaction ID to open the interaction. In the interaction
window, click Download transcript.
Request authentication
Note: CSRs can use the
Request authentication option if the
customer is unauthenticated, to request the customer to
authenticate before getting into the conversation, or during the
conversation. The system displays the message
Authentication request is sent to customer in
the CSR's web messaging panel. The system sends a message to the
customer requesting that they log in from the Web messaging bot
or any of the digital channels as shown below: Once the customer
login is successful, the system recognizes the customer as
Authenticated.
