Modifying an existing dialog
Pega Customer Service™ enables supervisors and managers with privileges to create context-specific dialogs that help customer service representatives (CSRs) communicate effectively with customers. Dialogs can be modified by the manager, based on the situation and scenario the CSR is experiencing. For example, the dialog for a Statement Copy service request is modified when a customer has an interaction goal of remediate -- the agent answers the call in a more apologetic and personalized way.
Modify a dialog
- In the navigation pane of App Studio, click Control Panel > Interaction Behavior > Dialogs.
Note: This will launch a new browser window that allows you to log into the configuration manager portal.
- Log into the configuration manager portal.
- In the left pane of Configuration Manager portal, click Manage Dialogs.
- Choose whether to continue an ongoing dialog configuration or create a new one.
- For ongoing configurations, click on the Case ID.
- To create a new dialog configuration, click Create.
- Optional : If you a creating a new dialog configuration, from the Case Type dropdown select the case type for which you are configuring the dialog.
- Configure the dialogs for each step of the selected case type.
- To the right of the selected step, click Edit or Go.
- Click Add new to add more dialogs or click Edit dialog to edit an existing dialog.
- Multiple dialogs can be defined for any step in a case. Use a when condition to determine which dialog is displayed. The customer's personal information can be used to make the message more dynamic. Select the Data Object and the Property, then click Insert to insert values about the customer into a dialog.
- Click Submit > Save > Publish.
- After you submit your changes, these will immediately become active as long as any When conditions are met.
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