Adding questions to a conversation
To specify how Pega Intelligent Virtual Assistant™ (IVA) collects information about a case from users, configure standard questions for the related data fields in the case type. This ensures that an IVA intelligently interacts with a Pega Platform application in a conversational manner by updating properties of a case type based user responses.
When a case starts during a user interaction with an IVA, the system automatically asks questions about the case type.- In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
- On the Workflow tab, click Life cycle.
- Click the first step in the parallel process for the IVA, and then, in the property panel, click Configure conversation.
- In the conversation for the channel product information window, add data fields to the conversation by clicking Add question.
- In the dialog window, in your data model, select the fields that you want to use to collect information from users, and then click Apply.
- In the dialog box with a list of fields, enter a question for each field.
- Add, delete, or reorder the questions to further configure the conversation flow in the IVA.
- Optional: To define conditions that determine the flow of the conversation, specify the
validation criteria:
- In the conversation for the channel product information window, select a question for which you want to define a condition.
- In the Show list, select When, and then click Edit.
- In the Field list, select the name of a field that supports validation.
- In the Comparator list, select a comparator.
- In the Value field, enter a value that you want to compare with the user input.
- Optional: To use another property in the expression, click the Add icon next to the field after which you want to add the expression, and then repeat steps 8.c through 8.e for another condition.
- Click OK.
- Click Done.
- Click Save.
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