Troubleshooting the conversational channel
Perform tasks in Pega Intelligent Virtual Assistant™ (IVA) to address problems, troubleshoot accessibility issues, adjust the accuracy of chatbot responses, and ensure that the system works as expected. As a result, you improve the quality and health of your chatbot, which helps users to interact with your application more easily when they want to resolve their problems.
For example, you can help the system become more responsive to users by addressing an issue in which the chatbot is not always detecting the correct topics.
Channel developers and channel administrators update, troubleshoot, and maintain
the IVA when the system is in a development, QA, or production environment.
- Fix general issues related to all of the conversational channels.For more information, see Troubleshooting conversational channel issues.
- Fix issues related to the IVA for Digital Messaging (Apple
Business Chat, Facebook, SMS/MMS, and WhatsApp).For more information, see Troubleshooting the Digital Messaging channel.
- Fix issues related to the IVA for Legacy Webchat.For more information, see Troubleshooting the Legacy Webchat channel.
- Copy your legacy channel to the Digital Messaging channel to ensure that you
reach users on additional social messaging platforms, for example, Apple
Business Chat, or WhatsApp.For more information, see Updating an existing channel to the Digital Messaging channel.
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