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Public conversations

Updated on December 3, 2021

Configure specific App Studio settings to capture the public conversations and allow customer service representative (CSR) to respond to those public conversations from channels like Facebook. Configuring these settings enable the routing engine to route public tweets or posts to a dedicated queue. In the absence of routing rules, the routing engine routes the public tweets or posts to the first available queue in alphabetical order.

Note: Due to changes by Twitter in the API and the licensing model, direct integration with Twitter is no longer supported in the Digital Messaging channel interface.
Pega Customer Service Implementation Guide
Note: The czResponseType property holds a value that differentiates between public and private conversation of Facebook,. Optimize this property for the following implementation classes: PegaCA-Work-Interaction and PegaCA-Work-Interaction-Chat.
  1. In the navigation pane of App Studio, click SettingsChat and messaging.
  2. In the list of Chat and messaging settings, click the Public conversations tab to enable the settings for public conversations.
  3. On the Public conversations page, the system displays the settings for the following public channel:
    • Facebook
    Facebook settings for public conversations
    Configuring Facebook settings in App Studio
  4. To enable Facebook settings, perform the following steps:
    1. To allow the system to capture the public posts and store them as interactions, select the Allow public posts to be captured and stored as interactions check box. This check box is set to on, by default.
    2. To allow CSRs to respond to public posts, click the Allow CSRs to respond to public posts check box. This check box is set to off, by default.
  5. Click Save to apply the changes.
    Note: For use cases for public and private conversations, see Public and private conversations.


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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