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Using CSR assistant

Updated on March 16, 2021

The CSR Assistant provides a data input form to customers in the chat window in response to the requests that customers submit in the Legacy Webchat bot.

Pega Customer Service Implementation Guide
For example, when a customer requests an address change in a live chat, the CSR can send the address change form to the chat window so that the customer can enter their updated address details. To send the form, the CSR must launch the CSR assistant.

To launch the CSR Assistant, perform the following steps:

  1. Log in to Interaction portal with CSR admin credentials.
  2. To start a live chat session, accept an incoming chat request from a customer.
  3. To select a case type, click Add Task.
  4. From the available tasks, select the required task, and then click Add tasks.
  5. To launch the CSR assistant for a service case, click Assistant.
  6. From the available fields, select fields to send as a form to the customer in the chat window, and then click Submit.
    Result: In the chat window, the fields that the CSR selects in Interaction Portal appear as a form. The customer enters their information in the fields, and then clicks Done. The updated details are then displayed in the Interaction Portal.
  7. To save the changes, click Submit.
    Displaying the data input form
    Displaying the data input form

The CSR assistant communicates with the customer in the interaction window using questions to receive their data input as answers to those questions. For example, when a customer requests an address change in a live conversation, the CSR sends a few questions to the customer, so that the customer can send in their updated address details. As the customer answers the questions the system automatically updates the address in the Interaction Portal. To send the questions, the CSR must launch the CSR assistant in the Interaction Portal.

The fields from the CSR Assistant are sent as questions for the customer to answer.

To launch the CSR Assistant, perform the following steps:

  1. Log in to the Interaction portal with CSR or CSR Manager credentials.
  2. To start a conversation, accept the incoming chat request from the customer.
  3. To select a case type, click Add Task.
  4. From the available tasks, select the desired task, and then click Add tasks.
  5. To launch the CSR assistant for a service case, click Assistant.
  6. From the available fields, select the fields that you want the customer to complete.
    Note: Note: You can either select a few fields or all fields. To select all fields, select the Select all check box.
  7. To launch the questionnaire, click Launch.
    Result: In the Web Messaging panel of the Interaction panel, the fields that the CSR selects appear as questions. When the customer submits the answers, then those answers are updated in the Interaction Portal.
    Displaying questions and answers for CSR assistant
    Displaying questions and answers for the CSR assistant
  8. To save the changes, click Submit.
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Pega Customer Service 8.6

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