Question
Athora
IN
Last activity: 28 Jan 2025 7:57 EST
Pega Chat welcoming message when Chat launch CSR side
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,
@moderator
HCA Healthcare
US
@SumanM17220192 The message to be displayed at the start of a chat interaction is configured in the Chat and Messaging configuration of Pega. To locate or modify it, navigate to Channels and Interfaces in App Studio, open the chat channel configuration, and check the Behavior or Greeting Messages section. The welcome message is usually part of the Interaction Start Behavior, where you can edit or update the text. Additionally, ensure that the configuration aligns with the Customer Service Application Settings if you're using a built-on application like Pega Customer Service. If the message is not found there, it could be hardcoded in a Data Transform or Activity, or it might be set in the bot configuration if you are using a chatbot. Check these areas to verify or update the message as needed.
Athora
IN
@Sairohith I have checked all the possible way, could you please attach screenshot then it will be very helpful for me.
Pegasystems Inc.
GB
@SumanM17220192 did you also check the documentation?
Configuring system responses for a conversational channel
Please can we ask that you use the PSC key word search facility? I searched for 'pega chat welcoming message' and found several relevant posts.
Pega Chat welcoming message configuration
@Andi Mutlow can you contribute to this question?
Athora
IN
@MarijeSchillernthe above screenshot is customer side welcome message configuration, i'm asking CSR side welcome message which is sent by CSR to customer.yes I have checked all the doc but could not find any config.
Pegasystems Inc.
US
This message comes from the default dialog rule. The default dialog message will automatically be displayed in the chat box when a chat interaction is opened. To configure this you can do the following:
Open a chat Interaction
On either the search screen or an open service case, navigate to the 3 dot menu and open the Configuration Tools
From here you can update any of the default dialogs. Hope this helps
