Supported chat and messaging features by channel

Updated on December 3, 2021

The following table shows the supported chat and messaging features of Pega Customer Service by each conversation channel.

Pega Customer Service Implementation Guide

Capabilities							API
Pre-chat questions	•	•	•	•	•	•	•
Concurrency management (global, queue, or by CSR)	•	•	•	•	•	•	•
Initiate a co-browsing session	•
Channel switching	•	•	•	•	•
Wait time calculations	•
Deferred queuing and routing (when CSRs are not available)	•	•	•	•	•	•	•
Post-chat surveys	•	•	•	•	•	•	•
Content linking (knowledge article sharing)	•	•	•	•	•	•	•
Dynamic common phrases	•	•	•	•	•	•	•
Page push (takes the customer to a different web page)	•	•	•	•	•	•	•
Transfer to queue or agent	•	•	•	•	•	•	•
CSR availability (presence) management	•	•	•	•	•	•	•
CSR notifications (audio, visual)	•	•	•	•	•	•	•
Attachment / image support	•	•	•	•	•	•	•
Emoji support	•	•	•	•	•	•	•
Share transcript	•	•	•	•	•	•	•
Usage reporting	•	•	•	•	•	•	•
Skills-based routing	•	•	•	•	•		•
Third-party routing (routing decision made external to Pega)	•	•	•	•	•		•

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