Pega Customer Service provides out-of-the-box configuration settings which you can toggle on or off in App Studio to enable or disable certain chat panel features for Customer Service Representatives (CSRs) in Interaction Portal.
1. In the header of Dev Studio, click.
2. Select the IsConfigSetsEnabled identifier, and then enable the Enable toggle for all button in the Edit toggle dialog.
- In App Studio, click .
Result: On the Configurations page, the Chat & Messaging CSR Settings configuration set displays six chat panel settings, as shown in the figure below:
- To enable or disable a selected configuration setting, click the corresponding
Edit this setting icon.
Note: The Edit this setting icon toggles the boolean value, true or false. The ruleset is locked. Setting names and descriptions are not editable.The settings in the Chat & Messaging CSR Settings configuration set are explained in the table below:
Settings in the Chat & Messaging CSR Settings configuration set
The following figure displays enabled Chat & Messaging CSR Settings in the chat panel in Interaction Portal: No Configuration setting Description 1 Display sentiment If enabled, the customer sentiment icon is displayed to the CSR for messaging channels. 2 Display the attachment icon If enabled, the attachment icon is displayed in the CSR view. 3 Display typing indicator If enabled, CSRs and customers can see whether the other party is typing. 4 Enable emoji picker If enabled, the emoji picker is available to CSRs. 5 Enable page push If enabled, the page push functionality is displayed to the CSR. 6 Enable transcript download If enabled, the transcript download capability is visible to CSRs.