Adding a stand-alone conversation process for a conversational channel
To improve and simplify how Pega Intelligent Virtual Assistant™ (IVA) collects information for your application, create and configure a stand-alone conversation process. By adding a conversation process to your channel, your chatbot interacts with users in a consistent, logical, and conversational way by asking questions, displaying text, or starting another conversation process.
For example, you can create a stand-alone conversation process for a chatbot that asks users their location in the United States and as a result, sends the users a message with the correct contact telephone number for your organization in the specified location.- In the Digital Messaging channel, click the Configuration tab.
- In the Conversation flows section, click Add conversation.
- In the Create conversation window, in the Name list, select Create new conversation.
- In the New conversation name field, enter a name for the conversation process, and then click OK.
- In the Conversation command list, enter a name for the response command for the conversation process, and then click Submit.
- In the Conversation flows section, in the Flow name column, click the name of the conversation process that you created in the previous steps.
- In the flow canvas, modify the primary path in the conversation process by
connecting and configuring the following conversation shapes:
- Ask a question
- Asks a question to the user in the chatbot in a button, quick reply, yes/no, or open format, and saves the answer in case properties.
- Send a message
- Displays a text message to the user.
- Conversation flow
- Starts another existing conversation process within the flow that is either stand-alone or for a case type.
You can also configure additional useful shapes that are available in the context of the conversation. For more information, see Editing the conversation smart shapes and Flow shapes.
- Optional: To test the created flow that includes the conversation shapes in the preview
console, in the top-right corner of the page, click the Run
conversation icon.For more information about using the preview console to simulate a conversation, see Simulating a conversation and building a chatbot.
- Click Save.
- Optional: To display chatbot details on the Configuration tab, in the conversation flow toolbar, click Go back.
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