Chat and messaging
The chat and messaging section outlines the configuration elements that support all of the individual channels supporting conversations between customer service representatives (CSRs), bots, and their external contacts. Engagements in Pega Customer Servicecan be synchronous over chat or asynchronous over social channels, or a combination of both. The Digital Messaging service continues to add new features and channels, and this section describes a new chat channel (Web Messaging). Web Messaging delivers a light configuration experience while supporting many of Pega's Legacy Webchat (formerly known as Pega Chat) features as Legacy Webchat is deprecated.
The following figure shows the Pega's Digital Messaging channels fit in the chat and messaging configuration:
You can get started by familiarizing yourself with the Digital Messaging channels and their configuration instructions in the following sections.
- Digital Messaging
- Chat and messaging configuration
- Legacy Webchat to Web Messaging migration best practices
- Migrating from Legacy Webchat to Web Messaging
- Legacy Webchat
- Wait time calculation
- Queues
- Routing
- Third-party routing
- Timeout and close behavior
- Chatbot escalations
- Augmented agent
- Page push
- Knowledge articles
- Chat transcripts
- Post-chat survey
- Enabling chat and messaging configuration settings
- Messaging AI
- Web Messaging
- CSR portal
- Chat security and infrastructure
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