Skip to main content


         This documentation site is for previous versions. Visit our new documentation site for current releases.      
 

Performing character-based common phrase search

Updated on March 16, 2021

CSRs perform character-based common phrase searches by entering launch characters in the text entry area of the live chat pop-up window. The system then initiates a search for common phrase categories, titles, and searches within the phrase's text.

Pega Customer Service Implementation Guide
To search the text of common phrases, perform the following steps:
  1. Log in to the Interaction Portal with CSR Manager or CSR credentials.
  2. To start a live chat session, accept an incoming chat request from a customer. Message from the customer appears in the Live chat pop-up window.
  3. In the text entry area, enter the launch character that you configure in App Studio followed by a letter or a number. Result: The system displays a list of categories along with phrases and the text of the phrase, as shown below:
    Performing launch character-based search
    Performing launch character-based search
  4. To select a phrase, press the down arrow, and then press Enter.
    Note: Hover over a phrase to see the entire text of the phrase in a tooltip.
  5. The text of the chosen phrase appears in the text entry area in the Live chat pop-up window for the CSR to send to the customer.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega.com is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us