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Chat panel in the CSR Portal

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Updated on March 16, 2021

The chat panel in the Interaction Portal allows customer service representatives (CSRs) in the contact center to enter conversations with a customer when the customer escalates their interaction, to help resolve their issues or provide any additional information that the bot cannot provide. Using this panel, the CSR can also download conversation transcripts, get insight into the customer's intent, approaching the contact center using context data, request customer authentication, start a co-browse session, send attachments, and transfer their interactions to other agents.

Pega Customer Service Implementation Guide

Chat panel

Note: The chat panel looks similar to chat panels for private messaging channels, Web Messaging, and Legacy Webchat.
The different options in a CSR chat panel
The different options for a CSR in the chat panel during live chat
NoDescription
1Icon for an authenticated customer.
2Illustrates the customer sentiment. The sentiment is deduced from the customer’s most recent messages (two or three).
3Shows a transcripts overlay with the conversation that the customer had with the bot before escalating to the CSR.
4The Context option shows the customer metadata, which the CSR can view to understand the customer's intent in contacting the contact center.
5The Actions menu consists of the following options:
  • Transfer interaction

    The CSR can transfer the interaction to another CSR or another queue.

  • End chat

    The CSR can end the conversation with the customer.

  • Start co-browse

    The CSR can start a co-browse session with the customer. If the customer converses from a public channel, then the Start co-browse option is disabled.

    Note: If co-browse is disabled in App Studio, the Start co-browse option is also unavailable in the Interaction portal. To start a co-browse session from the Interaction portal, click Add tasks GeneralCo-Browsing SessionAdd Task.
  • Download transcripts

    Clicking Download transcripts opens up the Opening ChatTranscript.txt dialog box.

    You can also download the transcript after ending the chat session, or from the Interaction portal after the session ends. Click My WorkRecent work. On the Recent work tab, click the interaction ID to open the interaction. In the interaction window, click Download transcript.
  • Request authenticationNote: CSRs can use the Request authentication option if the customer is unauthenticated, to request the customer to authenticate before getting into the conversation, or during the conversation. The system displays the message Authentication request is sent to customer in the CSR's web messaging panel. The system sends a message to the customer requesting that they log in from the Web messaging bot or any of the digital channels as shown below: Once the customer login is successful, the system recognizes the customer as Authenticated.
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