Troubleshooting checklist for the Legacy Webchat to Web Messaging migration
Use the troubleshooting checklist if you encounter issues and to ensure a seamless and successful migration from Legacy Webchat to Web Messaging. This checklist helps identify and resolve potential challenges, enabling organizations to achieve a smooth transition to their new environment or version of Pega Platform.
- For Pega Customer Service release 8.8 and earlier, obtain your Digital Messaging credentials and install your Digital Messaging channel interface in the application built on top of your self-service application implementation layer (CSSelfService) to take advantage of out-of the-box functionality and rules, such as escalating to a CSR. For Pega Customer Service release '23, create the Digital Messaging channel directly in your implementation layer without the need for the self-service layer. For more information, see Creating a self-service application.
- To identify and resolve overrides to locked rules, and remove deprecated or withdrawn rules in Pega Customer Service, run the Pega Customer Service Upgrade Checker. You can remove an override by copying the overridden Pega Rules to the relevant Ruleset. Pay particular attention to any overridden Data Transform Rules. For more information, see Running the Upgrade Checker for Pega Customer Service.
- Check and update the Data Transforms associated with Declare_CAApplicationSettings. They might be missing critical elements, for example, the BotAgentClass, or certain settings are mapped to the out-of-the-box classes instead of the implementation classes. For information, see Adopting new settings.
- Ensure to install your Digital Messaging Manager ID and Key on the tab of your application. Do not reuse them in another application or instance. Each instance and application must have a unique set of credentials.
- If you cannot connect to the Digital Messaging channel or the
Manage connections button does not appear to start
Digital Messaging Manager, ensure that your channel interface Base URL is
secure (uses
https) and publicly accessible, and that your Template Operator and Access Group are correct. You must have the application where the Digital Messaging channel interface is installed as the default Access Group. - To test responses, engagement, and escalations to a CSR, connect by using your Web Messaging script installed on a web page, not your channel interface Preview console.
- If you receive an expired notification on agent escalation pop-up in Interaction Portal, ensure that your D_MCPinteraction data page is configured to refer to the Interaction class group for your implementation application. For more information, see Configuring implementation class for bot interactions.
- Case types used with Legacy Webchat for self-service require configuration to work with Digital Messaging. If the same conversational flow is used in the Digital Messaging channel, update the When Rule to include .pxActiveChannel == BotAgent. Alternatively, create a separate parallel process to support the Digital Messaging channel, enabling different behavior in Legacy Webchat and Digital Messaging.
- Some flow elements, for example, flow actions and sections included in paragraph rules, configured for Legacy Webchat are not supported in Digital Messaging.
- Chat server configuration is not required for Digital Messaging Service. Remove chat server settings if present in App Studio or remove any instance in ChannelServices-Server-Chat. The system invokes GetSSOToken if the chat server is configured.
- Re-save your App Studio chat and messaging settings, for example, timeout and close behavior, messaging attachments.
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