Updating an existing channel to the Digital Messaging channel
Copy your existing legacy Pega Intelligent Virtual Assistant™ (IVA) to a Digital Messaging channel so that users can interact with your application on additional social messaging platforms. The IVA for Digital Messaging provides a better overall user experience and adds versatility to your system because you can build chatbots for Apple Messages for Business, Facebook, SMS/MMS, or WhatsApp from a single channel.
For example, if you already created an IVA for Legacy Webchat and successfully built its text analytics model, you can copy the legacy channel to a new Digital Messaging channel, to ensure that the chatbot for your application also interacts with users on Apple Messages for Business, and WhatsApp.To successfully copy your Legacy Webchat channel to a Digital Messaging channel, open the legacy channel and select a command to copy the channel to a new Digital Messaging channel, then enable Digital Messaging-specific conversations for your case types, and then define the social messaging platforms that you want to use in the new channel.
- In the navigation pane of App Studio, click Channels.
- In the Current channel interfaces section, click the icon that represents your existing Legacy Webchat channel.
- Click Actions, and then click Copy channel interface.
- In the Copy channel window, click Digital Messaging.
- Configure the new Digital Messaging channel and save your
changes.Do not set up the channel for any social messaging platforms yet. For more information, see Creating a Digital Messaging channel.
- Enable Digital Messaging-specific conversations for your case
types that are enabled for your existing legacy channel.For more information, see Adding a conversational channel to a case type process.
- Define social messaging platforms for your new Digital Messaging channel.For more information, see Creating a Digital Messaging channel.
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