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Creating a Legacy Webchat channel

Updated on July 22, 2021

Create Pega Intelligent Virtual Assistant™ (IVA) for Legacy Webchat so that users can interact with a Pega Platform application to answer questions, report an issue, or step through a process by sending messages in an embedded chat window. For example, with the IVA for Legacy Webchat, users can create a case to inquire about a car price estimate or book a flight.

Before you begin: Update the Pega Platform application access group for an IVA for Legacy Webchat. For more information, see Updating the access group for an IVA channel.

An IVA for Legacy Webchat takes advantage of similar bot capabilities that are available in the IVA for Facebook. However, you have full control over the end-to-end communication and no additional accounts or third-party installation is necessary.

Note: A chatbot works in one language because the conversational channel uses a template operator that is defined for a single locale. For more information, see Template operator for IVA channel.
Design Patterns: To learn about configuring authentication for the IVA for Legacy Webchat, see Authentication in Web Chatbot.
  1. In the navigation pane of App Studio, click Channels.
  2. In the Create new channel interface section, click Legacy Webchat.
  3. In the Details section, in the Channel interface name field, enter a name for your channel.
  4. Optional: To describe the purpose of the channel, in the Description field, enter a short description of your IVA.
  5. In the channel, click the Connection tab.
  6. In the Template operator ID list, click the name of an existing Pega Platform operator to use as a template.
    The system uses this operator as a template to create all further accounts. Each account has a unique channel identifier set as its ID.
  7. Click Save.
  8. Embed a Legacy Webchat channel chat window on a web page.
What to do next:
  • Previous topic Updating an existing channel to the Digital Messaging channel
  • Next topic Embedding a chat window for the Legacy Webchat channel

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