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Troubleshooting the Legacy Webchat channel

Updated on July 4, 2023

Ensure that Pega Intelligent Virtual Assistant™ (IVA) for Legacy Webchat works as expected and is accessible to users so that they can interact with your application. By making your chatbot available at all times, you ensure that your customers have access to key information and can resolve their issues more quickly.

Note: Pegasystems will sunset the Legacy Webchat servers on October 31, 2023. Legacy Webchat has been replaced with the Web Messaging channel from Digital Messaging. Legacy Webchat was deprecated in 8.6 and de-supported in 8.7. Legacy Webchat is not supported for 8.7 and has not been tested. To learn how to migrate to Web Messaging, see Migrating from Legacy Webchat to Web Messaging.
You might encounter the following issues:

A channel developer and the channel administrator troubleshoot issues reported with the chatbot.

I do not get any response from the chatbot

When I enter text in the chat window, I do not get any response from the IVA for Legacy Webchat.

  • Do not use the same web browser for your instance of the Pega Platform application that you use for the chat window for the IVA for Legacy Webchat. The chatbot uses cookies to handle authentication, so the system will log you in as the same user as for your application, causing this issue. Ensure that you open your Pega Platform instance in another web browser.
  • Check the mashup security settings for your application, by performing the following steps:
    1. Switch to Dev Studio.
    2. In the header of Dev Studio, click the name of the application, and then click Definition.
    3. In the application rule, click the Integration & security tab.
    4. In the Mashup security section, verify that there are no limitations on the mashup used by the chat window for your IVA.
    5. Click Save.
    6. Switch back to App Studio.

I do not know how to style the IVA for Legacy Webchat

I want to modify the user interface for the IVA that the chat window and the preview console use, to fit my organization's specific needs and requirements.

  1. Change the CSS styles for the chat window for the IVA for Legacy Webchat by editing the pyWebChatCustomizaton rule.
    For more information, see Customizing the Legacy Webchat channel.
  2. Modify the default text for the action prompt that is displayed in the preview console and the chat window for the IVA.
  3. Edit the Legacy Webchat channel sections that user input and responses use, and make user interface changes in the sections.
    For more information, see Customizing the Legacy Webchat channel.
  • Previous topic Troubleshooting the Digital Messaging channel
  • Next topic Updating an existing channel to the Digital Messaging channel

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