A channel is a messaging service, voice service, web portal, or mobile portal. Customers interact with Pega applications 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, provide users with a channel for communicating with Pega Intelligent Virtual Assistant (IVA) and, indirectly, with the application, through a simple question and answer form to collect information from users. For more information about building a conversational channel, see Conversational channels.
The Channels landing page allows you to create, view, and edit all types of channel interfaces. You can download new components, such as the Alexa channel component, from Pega Marketplace as well. The Lock icon on a channel indicates that the channel component is not yet added to the application.
In the following image, click the + icons to learn more about the types of channels you can create.
The Create stage is included in the case life cycle by default when creating a new case type. You can also create a channel-specific process in the Create stage. For example, you may want to add a process for users who interact with your application through a Facebook chatbot. You can add cases for the chatbot so that users who enter a specific command in Messenger, (in this case for a Facebook chatbot), open a case in your application. You can select any case that is defined for your Pega Platform™ application.
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