Creating a Digital Messaging channel interface

2 Tasks

10 mins

Pega Customer Service '24.2

Pega Customer Service '24.1 Pega Customer Service '23 Pega Customer Service 8.8 Pega Customer Service 8.7 Pega Customer Service 8.6

Visible to: All users

Beginner

Pega Customer Service '24.2

User Experience

Constellation

English

Scenario

U+ Bank wants to set up its chatbot to respond to service requests received from several digital channels. As an initial step, the bank first wants to create a Digital Messaging interface to respond to requests received from its website.

As an admin, create a Digital Messaging interface for Web Messaging channel to implement the business scenario.

Use the following credentials to log in to the exercise system:

Role	User name	Password
CS Application Administrator	CSAppAdmin	password123!

Your assignment consists of the following tasks:

Task 1: Create a new Digital Messaging channel interface

Create a new Digital Messaging channel interface to respond to service requests received from the U+ Bank website.

Task 2: Set up the Digital Messaging for Web Messaging channel

Set up a connection between the retail bank and Web Messaging.

Task 3: Confirm your work

On the U+ Bank website, confirm that the chat widget is added.

 

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

• Log In

Challenge Walkthrough

Detailed Tasks

1 Create a Digital Messaging channel interface

1. Log in as an application administrator with User name CSAppAdmin using Password password123!.
2. In the navigation pane of App Studio, click Control Panel.
3. Click the Engagement Channels tile, then expand Messaging section.
4. To the right of Messaging Channel, click Start to create a new channel interface for Digital Messaging.
5. In the Create new channel interface, click Digital Messaging to create a channel.
   
6. In the Select channel type section, choose the Build from scratch option to design a brand new channel.
7. In the Channel name field, provide a name for your channel. For example, Retail bank.
8. In the Supported languages list, you can select the languages that a chatbot uses to interact with customers.
9. In the Functional description field, enter a detailed functional description for your channel.
   
10. Click Submit.
11. On the Behavior tab, in the Text Analyzer section, uncheck Enable small talk.
12. In the Web Messaging advanced settings section, select the Enable Knowledge Management handing checkbox, and then select the Enable Case processing checkbox to display the web messaging side pane.
13. In the Display page field, type or select the Web Messaging Widget cases side pane option.
14. On the Connection tab, enter Template Operator as CSAppAdmin.
    
    Note: The Base URL gets automatically populated. Make sure the Base URL is same as your current enablement instance URL.

15. Click Save.

2 Set up the Digital Messaging for Web Messaging channel

1.  In the Connection section, click Manage connections to set up the Intelligent Virtual Assistant (IVA) for Digital Messaging for multiple social messaging channels.
   The system displays the Digital Messaging Manager window.
2. Click Add connection.
3. Click Web Messaging to install a chat widget on the U+ Bank website.
   

4. On the New Web Messaging home screen, on the General tab, enter the following details:
   1. Name: Retail bank
   2. Chat heading: Let's chat
      

5. Click Save to make a successful connection between the retail bank and Web Messaging.
6. On the Installation tab, copy the URL, and then close the Digital Messaging Manager window.
   Note: You can paste the URL into each web page where you want the Web Messaging widget to display.
   

Confirm your work

1. In the Pega instance for the challenge, click Application Switcher > U+ Bank.
2. Click Settings, and then select the Messaging and Co-Browse section to paste the URL for obtaining the chat widget.
3. In the URL of the Digital Messaging Server field, paste the installation URL, and then Save.
   

4. Click the Chat icon to see the welcome message in the chat box.
   Note: The system might take a few seconds to display the chat icon.
   

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Available in the following mission:

• Pega Digital Messaging v6