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Enabling chat and messaging configuration settings

Updated on December 3, 2021

Pega Customer Service provides out-of-the-box configuration settings which you can toggle on or off in App Studio to enable or disable certain chat panel features for Customer Service Representatives (CSRs) in Interaction Portal.

Pega Customer Service Implementation Guide
Before you begin: To view the React chat components in the chat panel in Interaction Portal perform the following steps:

1. In the header of Dev Studio, click ConfigureSystemReleaseToggles.

2. Select the IsConfigSetsEnabled identifier, and then enable the Enable toggle for all button in the Edit toggle dialog.

Note: Once you have enabled the Enable toggle for all button, switch to App Studio, and then edit the values of the corresponding configuration settings totrue or false under Chat & Messaging CSR Settings.
Perform the following steps to access the configurations settings:
  1. In App Studio, click SettingsConfigurations.
    Result: On the Configurations page, the Chat & Messaging CSR Settings configuration set displays six chat panel settings, as shown in the figure below:
    Configuration settings in the Chat & Messaging CSR Settings config set
    Configuration settings in the "Chat & Messaging CSR Settings" config set
  2. To enable or disable a selected configuration setting, click the corresponding Edit this setting icon.
    Note: The Edit this setting icon toggles the boolean value, true or false. The ruleset is locked. Setting names and descriptions are not editable.
    The settings in the Chat & Messaging CSR Settings configuration set are explained in the table below:

    Settings in the Chat & Messaging CSR Settings configuration set

    NoConfiguration settingDescription
    1Display sentimentIf enabled, the customer sentiment icon is displayed to the CSR for messaging channels.
    2Display the attachment iconIf enabled, the attachment icon is displayed in the CSR view.
    3Display typing indicatorIf enabled, CSRs and customers can see whether the other party is typing.
    4Enable emoji pickerIf enabled, the emoji picker is available to CSRs.
    5Enable page pushIf enabled, the page push functionality is displayed to the CSR.
    6Enable transcript downloadIf enabled, the transcript download capability is visible to CSRs.
    The following figure displays enabled Chat & Messaging CSR Settings in the chat panel in Interaction Portal:
    Chat panel in Interaction Portal with enabled Chat & Messaging CSR Settings
    Chat panel in Interaction Portal with enabled Chat & Messaging CSR Settings

Tags

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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