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Legacy Webchat to Web Messaging migration best practices

Updated on November 22, 2023

Legacy Webchat was deprecated in Pega Platform and Pega Customer Service release 8.6 and de-supported in release 8.7. As a replacement, you must use Web Messaging in the Digital Messaging channel interface. Contact your organization’s Pega account team to begin the migration process to Web Messaging if not already in progress.

Note: The Pega Legacy Webchat servers will be taken down starting on October 31, 2023.
Important: There are some feature differences between Web Messaging and Legacy Webchat. Some are related to the display of the chat window to your customers and to the functionality available to them. For example, support for forms is being added in Pega Infinity '23.

There are also differences resulting from changes in later versions of Pega Platform and Pega Customer Service, in some cases, functionality that was available for Legacy Webchat in 7.x or early 8.x versions is no longer available as of 8.4 or later. For example, URL- based routing is one such difference. For more information on the differences and ways to address them, see Troubleshooting checklist for the Legacy Webchat to Web Messaging migration.

To learn about the Legacy Webchat to Web Messaging migration procedure, see Migrating from Legacy Webchat to Web Messaging.

Recommended process to migrate from Legacy Webchat to Web Messaging

Although substantial customization of messaging infrastructure was possible in the past, many rules are now final, and the goal with messaging is configuration over customization. Customization of messaging infrastructure often causes problems when updating and when moving from Legacy Webchat to Digital Messaging

  1. Implement Web Messaging and verify end-to-end processes in your lower environments:
    1. Pega recommends updating to the latest Pega Platform and Pega Customer Service versions prior to enabling Digital Messaging. Follow additional instructions for the version you are updating to, for example, see Pega Customer Service procedures. For more information about extended version support, see Pega Extended Support program.
      Important: Legacy Webchat is de-supported in Pega Platform and Pega Customer Service release 8.7. You will not see Legacy Webchat configurations in the system in 8.8 if you do not have an existing implementation. Do not perform a fresh install of 8.8 unless you wish to remove your Legacy Webchat configurations and deploy Digital Messaging from a new application.
    2. Run Pega Customer Service Upgrade Checker to identify and address overrides to final, deprecated and withdrawn rules. If you have overridden rules that have been made final, this will be a barrier to a successful messaging implementation. For more information, see Running the Upgrade Checker for Pega Customer Service.
    3. Ensure that your messaging implementation is as close to the default settings as possible.
    4. If you do not have Digital Messaging credentials, contact your organization’s Pega account team to have them provisioned for all your applications and environments.
    5. To preserve your existing bot configurations, copy your Legacy Webchat channel interface to a Digital Messaging channel interface. Alternatively, create a new Digital Messaging channel interface using out-of-the-box settings and configure the chatbot following usual best practices.
    6. Add a Web Messaging connection to your Digital Messaging channel interface, and then configure your connection settings. For more information, see Setting up the IVA for Web Messaging.
    7. Remove any unnecessary Legacy Webchat code from your web pages where the new Web Messaging widget is installed. This includes removing PegaHelper.js and REDUX scripts.
    8. Test messaging end-to-end, including escalating and engaging with an agent. If you encounter any issues, follow usual processes to raise them with your Pega Account Executive and report them to your organization’s Pega account team. For more information, go to Pega Support Center.
  2. After implementing and testing Web Messaging in your lower environments, update your production environment to the same Pega Platform and Pega Customer Service versions, and then implement and test Web Messaging in your production environment, following the best practices listed above.
  • Previous topic Setting up the IVA for Twitter
  • Next topic Troubleshooting checklist for the Legacy Webchat to Web Messaging migration

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