Creating a Digital Messaging channel interface
A Digital Messaging interface combines a chatbot configuration and an assignment of one or more digital channels (Web Messaging, WhatsApp, Facebook, SMS, and Apple Messages for Business) to that chatbot experience.
For example, a retail bank wants to set up a bot to respond to requests from their WhatsApp and Facebook accounts. The bank wants to have only one main chatbot so that the customer experience on each channel is similar.
Video
Transcript
This demonstration shows you how to create a Digital Messaging channel interface, to address customer requests through several channels.
U+ Bank, a retail bank, wants to build a Digital Messaging channel from scratch. This initiative aims to provide complete control over the channel creation process, allowing the bank to effectively manage and respond to chat requests received through their website.
To implement this business requirement, navigate to the Messaging Channel section to create a new channel interface for Digital Messaging. In the Create new channel interface section, click Digital Messaging to create a channel.
In the New Digital Messaging channel window, you have three options to choose in the Select channel type section.
The first option, Build with Pega GenAI, allows you to create a working chatbot more efficiently by leveraging AI-driven suggestions for Case Types, conversational flows, entities, and training data, with the added benefit of translating responses into specified languages. This is ideal for those looking to save time and utilize automated recommendations.
The second option, Build from scratch, provides full control over the creation process, requiring you to manually develop Case responses, conversational flows, and entities from the ground up, making it suitable for those who prefer a highly customized approach.
Lastly, the Build from an existing channel option enables you to replicate the text analytics model, Case responses, conversational flows, and entities of an already developed and tested channel, making it a practical choice if you want to build upon a successful existing channel without starting a new. Each option offers a different level of control and efficiency, allowing you to choose the best method to suit your specific needs.
In this case, select the Build from scratch option to design a brand new channel.
In the Channel name field, provide a name for your channel.
In the Supported languages list, you can select the languages that a chatbot uses to interact with customers.
Note: The default language is English. However, you can change the default language, by displaying a different language first in the Supported languages list. For example, if you move French to the first position, and then move English to the next position in the list, French becomes the default language.
In the Functional description field, enter a detailed functional description for your channel, and then click Submit.
Note: To build the Channel with Pega GenAI, see Building a Digital Messaging Channel with Pega GenAI.
On the Behavior tab, in the Text Analyzer section, clear the Enable small talk checkbox.
Once you complete the chatbot configuration, you can add case types and responses to the channel.
Click the Connection tab, and then, enter the Template Operator, and the Base URL details.
The system uses the Template Operator, as the template to create all additional accounts. Each account has a unique channel identifier set as its ID. The Base URL is the instance URL where you can configure the channel. This instance URL needs to match with 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.
On the Channels and interfaces page, the digital messaging channel interface is created successfully.
You have reached the end of this demo. You learned:
- How to define Digital Messaging interface.
- How to create a Digital Messaging interface.
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