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Creating a Legacy Webchat channel

Updated on July 4, 2023

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.

Note: Pegasystems will sunset the Legacy Webchat servers on October 31, 2023. Legacy Webchat has been replaced with the Web Messaging channel from Digital Messaging. Legacy Webchat was deprecated in 8.6 and de-supported in 8.7. Legacy Webchat is not supported for 8.7 and has not been tested. To learn how to migrate to Web Messaging, see Migrating from Legacy Webchat to Web Messaging.
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.

  • 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.
  • If you update your chatbot to the 8.7 version and default language in the previous version was not English, for example, German, ensure that on the updated 8.7 version of your system you make German the first language in the list of supported languages. By default, in an updated chatbot to the 8.7 version, the default first language in the list is always English.
  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 Supported languages list, select the languages in which the chatbot interacts with users.
    You select the languages in which the chatbot processes user interactions so that the system can perform text analysis and provide automatic responses in the correct language. The first language in the list is the default language and acts as the fallback language for the chatbot in a case no translation is yet available in another language.
  6. In the channel, click the Connection tab.
  7. 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.
  8. Click Save.
  9. 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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