Public conversations
Configure specific App Studio settings to capture the public conversations and allow customer service representative (CSR) to respond to those public conversations from channels like Facebook. Configuring these settings enable the routing engine to route public tweets or posts to a dedicated queue. In the absence of routing rules, the routing engine routes the public tweets or posts to the first available queue in alphabetical order.
Pega Customer Service
Implementation Guide
- In the navigation pane of App Studio , click .
- In the list of Chat and messaging settings, click the Public conversations tab to enable the settings for public conversations.
- On the Public conversations page, the system displays
the settings for the following public channels:
Facebook settings for public conversations 
- To enable Facebook settings, perform the following steps:
- To allow the system to capture the public posts and store them as interactions, select the Allow public posts to be captured and stored as interactions check box. This check box is set to on, by default.
- To allow CSRs to respond to public posts, click the Allow CSRs to respond to public posts check box. This check box is set to off, by default.
- Click Save to apply the changes.
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