Skip to main content

Module

Configuring chat queues and routing

5 Topics

40 mins

 Visible to: All users
Beginner Pega Customer Service 8.8 Chat and Messaging English
Verify the version tags to ensure you are consuming the intended content or, complete the latest version.

You use Digital Messaging so that customers can communicate with your organization in real time on any device. Chat requests can be sent to any customer service representative (CSR) or a specialist CSR for a given subject. This module explains how to create chat queues and how to route requests to a queue based on CSR skill or workload and context data.

After completing this module, you should be able to:

Configure a chat queue.
Configure pre-chat questions for a queue.
Route chat requests based on CSR skill or workload.
Use a third-party service to route chat requests.
Route customers to a specific queue based on context data.

Available in the following mission:

Pega Digital Messaging v3

Topics

Customer to CSR connection

5 mins

Creating and adding skills

5 mins

Configuring a messaging queue

10 mins

Chat routing

10 mins

Routing based on context data

5 mins

Module Quiz

5 mins

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice