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Configuring response commands

Updated on December 3, 2021
Pega Customer Service Implementation Guide
  1. On the Configuration tab of your Digital Messaging interface, in the Content section, click Add response to add custom responses for the Legacy Webchat so that users, by entering a specific command in the chat window, can perform an action such as viewing available menu options.
  2. To configure a response, perform the following steps:
    1. In the Response type list, select a response type that you want to create when the user enters a specific command.
    2. In the Response command field, enter text that triggers the system to create the response.
    3. If the response command requires authentication, select the Requires authentication check box.
    4. Optional: In the Response text field, enter the response text to display to the user.
      You can select a predefined response by clicking Use existing.
    5. Click Submit.


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