Pega Customer Service supports public and private
conversations between customers and the bot or customer service representatives (CSRs) in
messaging channels, such as Facebook.
Pega Customer Service
Implementation Guide
| Public conversation | Private conversation |
| A public conversation is a post that the customer sends
publicly. | In a private conversation the customer sends a direct message to the
bot or a CSR for a private conversation. |
| If a customer initiates a public conversation, and when the private
conversation starts, the public conversation ends. | If the customer initiates a private conversation and if the
conversation is ongoing, then a public message from the same customer
appends to the private conversation. |
| A public conversation is marked by an unlocked lock icon. | A private conversation is marked by a lock icon on the chat
panel. |
Public and Private conversation
behavior
This section provides the following use cases for public and private
conversations: - Use case 1: Private conversation running and Public conversation is initiated
- Use case 1a: Private conversation in the Bot phase
- Use case 1b: Private conversation in the escalated phase (to the CSR,
not the bot)
- Use case 2: No interaction running and public conversation is initiated
- Use case 3: Public conversation running and Private conversation is
initiated
The following tables represent the above use cases and demonstrate two toggle
settings, for public and private conversations. The first toggle setting is to allow
public messages that Pega Customer Service and
the platform capture (when switched off, nothing is done with public messages). The
second toggle setting is to enable CSRs to respond to public messages on Facebook.
Use case 1a: Private conversation in the Bot phase
| Allow public conversations on digital channels | Allow CSRs to respond to posts | Description |
| True ( On) | True (On) | The public conversation will not be escalated to the CSR, but the
public message will be added to the interaction as a public message
with the keyword PUBLIC POST before the message. |
| True (On) | False (Off) | The public conversation will not be escalated to the CSR, but the
interaction will be created in Pega
Customer Service or the platform, and a public message
will be added to the interaction with the keyword PUBLIC POST before
the message. |
| False (Off) | True (On) | NA |
| False (Off) | False (Off) | Pega Customer Service and the
platform are never made aware of the post. An interaction is not
created. |
Use case 1b: Private conversation in the escalated phase (to CSR, not
bot)
| Allow public conversations on digital channels | Allow CSRs to respond to posts | Description |
| True ( On) | True (On) | The public message will be added to interaction as a public
message, but the CSR will not be able to respond to it as a private
interaction is already in progress. |
| True (On) | False (Off) | The public message will be added to the interaction as a public
message, but the CSR will not be able to respond to it. |
| False (Off) | True (On) | NA |
| False (Off) | False (Off) | Pega Customer Service and the
platform are never made aware of the post. An interaction is not
created. |
No interaction running and public conversation is initiated
| Allow public conversations on digital channels | Allow CSRs to respond to posts | Description |
| True ( On) | True (On) | The public message is queued for a CSR. The CSR has a view of the
public interaction. |
| True (On) | False (Off) | An interaction is created so that the message can be added to the
transcript in case of future private conversation, but not queued
for CSR. |
| False (Off) | True (On) | NA |
| False (Off) | False (Off) | Pega Customer Service and the
platform are never made aware of the post. An interaction is not
created. |
Public conversation running and Private conversation is initiated
If there is an on-going public conversation, and the customer initiates a private
conversation, then the public conversation ends.
