Supported roles

The following are the main user roles for creating, defining, and managing IVAs and email bots in Pega Platform:

Channel developer

Channel developers are in charge of developing the email bots and IVAs that interact with an application, before they are moved to a production environment. A channel developer typically performs the following tasks:

• Learns text analysis (prerequisite)
• Configures an Email channel
• Creates an Alexa channel
• Creates a Unified Messaging channel for the Apple Business Chat, Facebook, MMS (Twillio), SMS (Twillio), and Web Chat IVAs.
• Creates a Web Chatbot channel
• Defines Email channel behavior
• Defines conversational channel behavior
• Trains data for an Email channel

Customer service representative (CSR)

CSRs interact with the application run time environment for email bots, and also directly with customers once the email bot is moved to a production environment. They use the Case Manager portal or the Email Manager portal for this purpose, to more efficiently address customer emails. Amongst other things, CSRs perform the following task:

• Triaging incoming emails

Channel administrator

Channel administrators manage the IVAs and email bots for a Pega Platform application, once the IVA or email bot is in a production environment. An administrator works together with the channel developers to keep the system secure, operable, and error free. Administrators perform the following tasks:

• Troubleshooting an email bot
• Updating an email bot
• Troubleshooting an IVA
• Updating an IVA