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. Note: To learn about the Legacy Webchat to Web Messaging migration procedure, see Migrating from Legacy Webchat to Web Messaging.
- 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withdrawn rules in Pega Customer Service, run the Pega Customer Service Upgrade Checker.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. Note: Some
overrides might not be identified by the Upgrade Checker because they are
not final. However, modifying them can still cause issues. For example, the
- 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
- 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
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
- 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.