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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.

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