PW24 Creating a Digital Messaging Interface

2 Tasks

10 mins

Pega Customer Service '24.1 Visible to: All users

Beginner Pega Customer Service '24.1 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	myCSAppAdmin	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, and the welcome message is displayed.

 

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 new Digital Messaging channel interface

1. Log in as an application administrator with User name myCSAppAdmin using Password password123!.
2. In the navigation pane of App Studio, click Channels to create a new channel interface for Digital Messaging.
   
3. In the Create new channel interface section, click Digital Messaging to create a channel.
   
4. On the Configuration tab, enter the following details:
   1. Channel interface name: MyDigitalMessaging
   2. Description: Digital messaging channel
5. On the Behavior tab, in the Text Analyzer, uncheck Enable small talk.
6. On the Connection tab, enter Template Operator as myCSAppAdmin and set the Base URL to match your instance.
   
7. 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: Uplus
   2. Chat heading: Let's chat

5. Click Save to make a successful connection between the Uplus 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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