The Channel switching feature lets you add pre-configured messaging channels, such
as Facebook, WhatsApp, Apple Business Chat, and SMS, so that the customer can transfer the
interaction to those channels from Web Messaging during the live conversation. When you add
messaging channels under the Conversation transfer section of the Channel switching tab in
Digital Messaging Manager, these channels appear in the Channel switching menu in the live
Web Messaging widget. The customer can start interacting in the Web Messaging widget but
later choose to switch the interaction to any configured messaging channels without losing
the interaction.
Pega Customer Service
Implementation Guide
Pega Customer Service
Implementation Guide
Note: The czSwitchDestination property used in
czSetConversationData data transform holds the destination
value of digital channels (Facebook, WhatsApp, Apple Business Chat, and SMS) to
which the Web Messaging widget can switch. Optimize this property for the
implementation classes: PegaCA-Work,
PegaCA-Work-Interaction, and
PegaCA-Work-Interaction-Social.
Configuring Channel switching
You can see Channel switching tab and its options in
the following figure: Multiple channels for Channel switching menu
In the Digital Messaging Manager, on the
Channel switching tab (1), place the channel
switching controls in the web messaging widget:
In the Channel switching control placement
section (2), select either of the following options:
Channel switching controls placement
Options
Description
Top-right menu
Displays the channels that you configure in
the top-right menu of the web messaging widget.
Visible in
header
Displays the channels that you configure as
icons in the header of the web messaging widget.
To add a pre-configured channel, in the Conversation
transfer section (3), click Add
channel (4).
In the Add channel dialog box, perform the following
steps:
From the Channel list, select the required
channel.
In the Connection section, select the required
pre-configured channel connection, and then click
Submit.
Result: In the Conversation transfer section,
the system displays the added channel(s)/connection(s) (5).
Optional: To delete a connection, click the delete icon (6) next to the
connection.
After you enable channel switching, the channel switching menu appears in
the Web Messaging widget:
Channel switching controls placement
Configuring channel switching
You can see channel switching tab and its options in the
following figure: Multiple channels for Channel switching menu
In the Digital Messaging Manager, on the
Channel switching tab (1), place the channel
switching controls in the web messaging widget:
In the Channel switching control placement section
(2), select either of the following options:
Channel switching controls placement
Options
Description
Top-right menu
Displays the channels that you configure in the
top-right menu of the web messaging widget.
Visible in header
Displays the channels that you configure as icons
in the header of the web messaging widget.
To add a pre-configured channel, in the Conversation
transfer section (3), click Add channel
(4).
In the Add channel dialog box, perform the following
steps:
From the Channel list, select the required
channel.
In the Connection section, select the required
pre-configured channel connection, and then click
Submit.
Result: In the Conversation transfer section, the
system displays the added channel(s)/connection(s) (5).
Optional: To delete a connection, click the delete icon (6) next to the connection.
After you enable channel switching, the channel switching menu appears in the
Web Messaging widget:
