Posted: 11 Mar 2020 15:47 EDT Last activity: 18 Mar 2020 12:45 EDT
Pega Chat Capabilities In 7.3.1 In CS
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.
Can we have any beep sound when a new chat request is coming to alert the Chat Advisor?
Can we have any audit or log or email notification to the Chat Advisor, if they miss the incoming chat request?
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?
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?
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?
What are all the Bot and AI features are available to the Pega Chat module in 7.3.1?
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***
I haven't heard back from anyone, i really appreciate if this can be forwarded to the customer service experts so that i can get answers to my questions as i still need answers and awaiting for some experts to answer and clear my doubts.