Each conversational channel (Alexa, Digital Messaging, or Legacy Webchat) user that interacts with a Pega Platform application is mapped to a separate operator and a user account. This unique account is created automatically when a user interacts with Pega Intelligent Virtual Assistant™ (IVA) for the first time. The account is used in all subsequent interactions with the configured IVA channel.
The selected operator must at the minimum have the PegaRULES:User4 access role, taking into consideration the application settings, for example, providing access to the application's cases. For more information, see Standard access roles Each operator that you define in the system, including a template operator, uses a language locale specified in the Localization section. Because each conversational channel uses a template operator, the chatbot interacts with users in one of the supported languages that you specify in the channel interface settings and in the operator locale setting.
The value selected in the Template operator ID list in the channel configuration specifies the name of an existing Pega Platform operator and is used as a template from which all accounts are created. Each account has a unique Alexa, Digital Messaging, or Legacy Webchat channel identifier set as its ID. You need to distinguish these types of accounts in Pega Platform so that for each Alexa, Digital Messaging, or Legacy Webchat channel instance, the account is unique. To do so, set the full name a template operator account to, for example, Legacy Webchat Operator and add it to the designated operator group.