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Channel interfaces

Channels

A channel is a messaging service, voice service, web portal or mobile portal. Customers interact with organizations through a variety of channels. Pega provides options for configuring interfaces for each channel. A channel interface allows you to adjust your application to your specific business needs by creating tailored and interactive user interfaces. Channels are created from templates that include predefined layouts and navigation for use in your application.

Channels also provide ways for users to interact with your application by using Pega Intelligent Virtual Assistant™ and Pega Email Bot. Pega Intelligent Virtual Assistant understands intent and conversational language for dynamic conversations with your customers regardless of the channel in which they start or end. Pega Email Bot automatically detects the intent of an email and picks up relevant information to automate the processing with a personalized response. You can also use the Pega API to access application functionality using a REST web service.

Note: After you configure a Web Chatbot or Alexa channel, you must add a conversation to the case type to configure a question and answer session to collect information from users.

The Channels landing page allows you to create, view, and edit all types of channel interfaces. You can download new components from Pega Marketplace as well. The Lock icon on a channel indicates that the channel component is not yet added to the application.

You can create the following types of channels:

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