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Personalize chat interactions with emojis, images, and rich media (8.2)

Updated on May 3, 2021

Sometimes text alone does not adequately express your customers’ sentiments. This can lead to poor interactions where both your customers and customer service agents end up feeling frustrated. With Pega’s new rich text and media chat capabilities, your end-customers and agents can enhance their conversations with emojis, images, and rich media 😊. Embedded directly within Pega Chat and Messenger, your customers are now empowered to better express themselves in all their chat interactions 🤩 🎉👍🏼.


More clarity, less typing

Use rich text to enhance your customer service agent experience

Not only can rich text and media act as vehicles for your customers to better express themselves, but it can also enable your customer service agents to provide more efficient customer engagements. With Pega’s Customer Service 8.2 capabilities, customer service agents can respond to customers with emojis while also having access to a broader palette of options allowing them to bold, italicize, or organize content with bullets ❗️. With these expanded options, customer interactions can deliver the maximum impact every time 🗣.

Save image libraries for future reference

Ever wish that you could look back to an image that you or your customer shared yesterday, last week, or last month? With Pega’s rich text and media capabilities, every image is saved to the specific interaction for future reference. All images that are received can be opened at any time through supervisor monitoring (via the S-record shortcut). This easy access ensures that your customer service agents have the information they need for every moment of their interaction 👨🏽💻⚡.

For more information, see the "Enhanced rich text editor for chat and messaging" chapter of the Pega Customer Service Release Notes on the Pega Customer Service product page.

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