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Chat and messaging

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Updated on March 16, 2021

The chat and messaging section outlines the configuration elements that support all of the individual channels supporting conversations between customer service representatives (CSRs), bots, and their external contacts. Engagements in Pega Customer Servicecan be synchronous over chat or asynchronous over social channels, such as Facebook and Twitter, or a combination of both. The Digital Messaging service continues to add new features and channels, and this section describes a new chat channel (Web Messaging). Web Messaging delivers a light configuration experience while supporting many of Pega's Legacy Webchat (formerly known as Pega Chat) features.

Pega Customer Service Implementation Guide
Caution: Legacy Webchat is deprecated. To start the migration to Web Messaging, see Migrating from Legacy Webchat to Web Messaging.

The following figure shows the Pega's Digital Messaging channels fit in the chat and messaging configuration:

Chat and messaging interfaces
Chat and messaging interfaces

You can get started by familiarizing yourself with the Digital Messaging channels and their configuration instructions in the following sections.

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