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. Channel developers typically perform the following tasks:

• Learn text analysis (prerequisite)
• Configure an Email channel
• Create an Alexa channel
• Create a Unified Messaging channel (for Apple Messages for Business, Facebook, and MMS/SMS (Twillio) social channels).
• Create a Web Chatbot channel
• Define Email channel behavior
• Define conversational channel behavior
• Train data for an Email channel
• Train data for a conversational 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:

• Triage 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:

• Troubleshoot an email bot
• Update an email bot
• Troubleshoot an IVA
• Update an IVA