Setting up an Agentic Messaging interface and a Web Messaging Channel

This demonstration shows you how to create an Agentic Messaging channel interface and set up the Web Messaging channel that customers use to interact with the chatbot, to address customer requests, through several channels.

U+ Bank, a retail bank, wants to build an Agentic Messaging channel interface and set up the Web Messaging channel to assist customers with updating their residential addresses through chatbots. The AI agent can guide them through the process of updating their address information without needing to connect them to the CSRs.

To implement this business requirement, navigate the Messaging Channel section to create a new channel interface for Agentic Messaging. In the Create new channel interface section, click Agentic Messaging to create a channel interface.

On the Overview tab, in the Channel name field, enter a Channel interface name. For example, U+ Banking Agentic Messaging.

In the Channel description field, enter a meaningful description for the chatbot. For example, Agentic messaging channel, for retail banking.

In the Agent settings section, in the Agent list, select the SelfServiceAgent which assists customers with their address change requests.

The Agentic self-service model consists of an Agent Rule, which defines the behavior and business logic for how an Agentic Messaging bot interacts with and responds to customers.

Click the Configurations tab. On the Connections tab, in the Template operator list, select an existing Template operator for your chatbot, as well as the Base URL details.

Each Agentic Messaging Channel user that interacts with a Pega Customer Service application is mapped to a separate operator and user account. This unique account is created automatically when a user interacts with the chatbot for the first time. The account is used in all subsequent interactions with the configured Agentic Messaging Channel. The Base URL is the instance URL where you can configure the channel. This instance URL needs to match your enablement instance. You can copy the URL from the current enablement instance and then paste it into the Base URL.

After you save the details, the Manage connections button is displayed. Click the Manage connections button to add a Web Messaging connection.

Enter a Name for the Web Messaging connection and then pick a Primary color for the new chat widget. Finally, in the Chat heading field, enter the text to display in the chat window. When you save the details, the chat account is successfully created.

You can configure sound notifications for when messages arrive in the chat window. In the Choose when to play list, select Don't Play Sound Notifications, Play On Every Message, or Play Only When Not Visible.

If you select to play a sound for every message or play only when the chat window is not visible or minimized, then you must choose one of the predefined sounds. To preview a predefined sound, click the Play icon.

You can also control the display in the chat window by configuring the widget features. For example:

• To display the emoji icon in the chat window, select the Enable emoji picker checkbox. By clicking the Emoji icon during an interaction, users can insert emoji in the chat message.
• To display the Download transcript option in the chat window menu, select the Display download transcript option checkbox. By choosing this menu option during an interaction, users can request and download a transcript of the conversation.
• To display the Upload attachment icon in the chat window, select the Allow customer to upload and send attachments checkbox. By clicking this icon during an interaction, users can select and upload an attachment to send with their message.
• To display an indicator when a customer is actively typing a chat message, select the Display typing indicator checkbox.
• To display the Language selection option in that chat window menu, select the Allow customers to change language from widget header drop-down checkbox. By choosing this menu option during an interaction, users can select language to interact with agent.
• To prevent customers from sending messages before the chatbot interaction begins and to avoid duplicate cases or conversation flows, uncheck the Allow customer to send message before first response is sent checkbox.
• Finally, to enable virus scanning for attachments in the Web Messaging widget, unselect the Disable virus scanning for attachments checkbox.

Now, install your Web Messaging widget for your U+ Bank application. Digital Messaging Manager provides a system-generated JavaScript code snippet that is unique to your Web Messaging connection.

On the Installation tab, Copy the URL and paste it into your U+ Bank website code to display the chat widget to users.

Now, navigate to the U+ Bank website. You can see the Chat Icon and the Agent message to help with address change requests in the chat window. Enter all the required details to address your change request.

You have reached the end of this video. You learned:

• How to create a Digital Messaging interface.
• How to set up the Web Messaging connection.