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Updating an existing channel to the Digital Messaging channel

Updated on June 1, 2023

Copy your existing legacy Pega Intelligent Virtual Assistant™ (IVA) to a Digital Messaging channel so that users can interact with your application on additional social messaging platforms. The IVA for Digital Messaging provides a better overall user experience and adds versatility to your system because you can build chatbots for Apple Messages for Business, Facebook, SMS/MMS, or WhatsApp from a single channel.

For example, if you already created an IVA for Legacy Webchat and successfully built its text analytics model, you can copy the legacy channel to a new Digital Messaging channel, to ensure that the chatbot for your application also interacts with users on Apple Messages for Business, and WhatsApp.

To successfully copy your Legacy Webchat channel to a Digital Messaging channel, open the legacy channel and select a command to copy the channel to a new Digital Messaging channel, then enable Digital Messaging-specific conversations for your case types, and then define the social messaging platforms that you want to use in the new channel.

  1. In the navigation pane of App Studio, click Channels.
  2. In the Current channel interfaces section, click the icon that represents your existing Legacy Webchat channel.
  3. Click Actions, and then click Copy channel interface.
  4. In the Copy channel window, click Digital Messaging.
    Result: The system displays a Digital Messaging channel.
  5. Configure the new Digital Messaging channel and save your changes.
    Do not set up the channel for any social messaging platforms yet. For more information, see Creating a Digital Messaging channel.
    Result: The system creates a new Digital Messaging and copies the text analyzer and its customizations, case commands, response commands, and other settings from the Legacy Webchat channel.
  6. Enable Digital Messaging-specific conversations for your case types that are enabled for your existing legacy channel.
  7. Define social messaging platforms for your new Digital Messaging channel.
    For example: Define IVA for Facebook, and WhatsApp so that users can interact on these messaging platforms.
    For more information, see Creating a Digital Messaging channel.

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