Giri Konatham (GiriKonatham)
Kelly Services
Sr. Consultant - BPM
Kelly Services
GiriKonatham Member since 2008 17 posts
Kelly Services
Posted: March 11, 2020
Last activity: March 18, 2020
Posted: 11 Mar 2020 15:47 EDT
Last activity: 18 Mar 2020 12:45 EDT

Pega Chat Capabilities In 7.3.1 In CS

Hello All,

We are planning to use the Pega chat feature in the customer service suite for the first time and we have few questions on the capabilities of Pega chat feature in CS. We are on Pega and Pega CS 7.3.1.

  1. Can we have any beep sound when a new chat request is coming to alert the Chat Advisor?
  2. Can we have any audit or log or email notification to the Chat Advisor, if they miss the incoming chat request?
  3. Can we built or have a bot feature where a dynamic question's will load based on the answers the customer chooses with in the chat pop-up before it hand it over to the chat Advisor?
  4. Can we have the chat bot installed in the native client IM's so that they can initiates the chat from their native IM without logging into Pega applicaton? Is this a viable feature in 7.3.1?
  5. I know that we can configure few pre-chat questions, again these are static, how can we configure dynamic pre-chat questions based on the previous questions answers?
  6. What are all the Bot and AI features are available to the Pega Chat module in 7.3.1?
  7. If there are any, where can i find the documentation for the same?


***Edited by Moderator Marissa to update Content Type from Discussion to Question***

Pega Chat 7.31 Cloud Services Pega Cloud Other Industry Lead System Architect
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