* Defining Greetings: In Pega, create two separate greeting messages, one for satisfied customers and one for unsatisfied customers. Each greeting should be tailored to address the specific sentiment of the customer.
* Applying When Rule: A When rule is used to conditionally execute actions based on certain criteria. Create a When rule that evaluates the customer's satisfaction status. This can be based on data points such as customer feedback scores, recent interaction history, or sentiment analysis results from their messages.
* Configuring the Response: In the process configuration for handling Facebook Messenger interactions, apply the When rule to decide which greeting message to send. This ensures that when a customer initiates a conversation, the system checks their satisfaction status and responds with the appropriate greeting.
Reference:
Pega Academy: Configuring Chatbots and Virtual Assistants
Pega Documentation: Using When Rules