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Migrating from Legacy Webchat to Web Messaging (Pega Customer Service)

Updated on March 16, 2022

Switch to the Pega Customer Service application's Digital Messaging interface from your existing Legacy Webchat interface if you want to use the new React-based Web Messaging widget.

Pega CRM for Financial Services 8.6 Feature Adoption for Pega Cloud
  1. On the Security tab of the application definition in Dev Studio, enter the Manager ID and the Manager Key in the Digital Messaging security section, and then click Save.
    Note: Make sure you are in the application from your stack in which you are setting up your channels.
  2. Navigate to your Legacy Webchat interface.
  3. On the right side of the page, click ActionsCopy channel.
  4. In the Copy channel pop-up window, click Bot Agent to switch from your Legacy Webchat to the Digital Messaging interface.

    Switching from Legacy Webchat to Digital Messaging interface
    Switching from Legacy Webchat to Digital Messaging interface

    Note: Creating a copy of the Legacy Webchat channel using the Bot agent option creates a digital messaging interface with built-in conversation flows, case commands, and responses configured in the Legacy Webchat interface.
  5. On the Channel tab of your new Digital Messaging interface, in the Set up section, enter Template Operator and Base URL (URL for the instance), and then click Save. The system displays the Manage connections button.
    You can now add your connections to the different Digital Messaging channels through the Digital Messaging Manager.
  6. Click Manage connections to access the Digital Messaging Manager.
  7. In the Digital Messaging Manager, create a Web Messaging connection and configure its appearance.
    To display a welcome message to customers when they open the widget for the first time, add the message in the Display Message field on the General tab of Web Messaging connection. The welcome message configured in the Behavior tab of the Digital Messaging interface will not apply.
  8. Deploy the Web Messaging widget on the client’s website pages by copying the code snippet on the Installation tab of your Web Messaging connection and using this snippet to replace the Legacy Webchat Mashup script.
  • Previous topic Updating Pega Customer Service chat capabilities
  • Next topic Optimizing Customer Service for Financial Services properties

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