When you build a self-service application, you need to create an access group for the self-service application.

When you create a new access group for a self-service user operator, ensure that you copy the access roles from the CSSelfServiceUseraccess group to it. Specifically, you need to include the PegaCS:SelfServiceUser role to support escalations from the chatbot to a live agent. In addition, do not reduce the access to the ChannelServices- and System-Message-QueueProcessor classes more than what is included in the PegaCS:SelfServiceUser access role.

1. Log in to your Pega Customer Service application with administrator credentials.
2. To create an access group for the Self-Service application, complete the following steps:
   1. In the new self-service application, search for and click the CSSelfServiceCSISelfServiceAdmin access group.
   2. On the Edit Access Group: Access Group for CS CSI Self Service Application page, click Save as.
   3. On the Save Access Group As form, complete the following fields:
      • In the Access Group Name field, enter a name for your self-service application access group.
      • In the Short description field, enter a description for your self-service application access group.
   4. Click Create and open.
   5. On the Definition tab, in the Application section, do the following:
      • In the Name field, enter the name of the self-service application that you create.
      • In the Version field, specify a version for the self-service application.
3. Click Save.