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Configuring Messaging AI in the Digital Messaging interface

Updated on December 3, 2021

Configure the case and knowledge suggestions in the Digital Messaging interface to define the Messaging AIlogic for CSRs to serve customers quickly and efficiently. In the Digital Messaging interface configuration, you specify the cases and knowledge articles that you want Messaging AI to suggest the CSR and the commands or topics that trigger these suggestions.

Pega Customer Service Implementation Guide

Based on the case configuration in the Digital Messaging interface, the cases can be run by:

  • an agent
  • a chatbot
  • an agent or a chatbot

For more information on configuring case and knowledge suggestions, refer to the following topics:


Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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