Question

Pega Chat welcoming message configuration

Hi,

I can't figure out where is the "Thank you for contacting U+ Comms" message configured. It is displayed in the beginning of a chat interaction as a pre-configured greeting. Please refer to the attached screenshot for further details.

Thank you,

Duarte

***Edited by Moderator: Pallavi to update platform capability tags***

Correct Answer
December 19, 2018 - 4:24pm

Hi again Matthew,

I've got it. In the Dialogs section we have to check the "Manage interaction greetings" flag. Then the welcoming messages are displayed.

Thx,

 

Duarte

Comments

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Pega
December 18, 2018 - 7:26pm

@DuarteM7 : The text that appears in the chat response area is the Dialog text that can guide CSRs through a conversation. You can read about Dialogs on pages 50-51 of the Pega CS 8.1 Implementation Guide.

- Matthew (@DuarteM7)

December 19, 2018 - 4:09pm
Response to leesm

Hi Matthew @leesm,

Thank you for your answer. From what I understood, Dialogs are defined for each step of a case via the "Other actions" button. But what about the very first one? The one that is displayed just after the chat interaction acceptance? That one happens before we have any case targeted as we don't know yet what the customer's intentions are. Where can I find that one? Right know it's displaying "Thank you for contacting U+ Comms" which is super bizarre...

 

Regards,

Duarte

December 19, 2018 - 4:24pm

Hi again Matthew,

I've got it. In the Dialogs section we have to check the "Manage interaction greetings" flag. Then the welcoming messages are displayed.

Thx,

 

Duarte