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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

In the following table, the column values are as follows:

  • Web Messaging or Legacy Webchat
  • Facebook Messenger
  • Apple Business Chat
  • WhatsApp
  • Mobile Messaging SDK
  • Client Channel API
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)


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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