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Additional preparatory configuration

Updated on December 3, 2021

Configure the settings required to ensure that Messaging AI functions properly.

Pega Customer Service Implementation Guide
  1. Ensure that an open ruleset is available in your highest application.

    Note: The Digital Messaging interface which holds the Messaging AI configuration is created in this ruleset.

  2. Add any case types that you want Messaging AI to suggest to the Content section on Configuration tab in your Digital Messaging interface.
  3. Ensure that the implementation application uses the CSEndUser skin or a skin that inherits from the CSEndUser skin.

    Note: If the implementation application uses a wrong skin, the UI that is associated with the features of Messaging AI might not render properly.

  4. Add the following roles to the appropriate access groups to ensure that agents and supervisors have access to Messaging AI features that are relevant to their role:
    1. To enable CSRs to receive Messaging AI suggestions during the chat conversations, add the MessagingAI:CSR role to the access group of the CSRs.
    2. To enable supervisors to view the Messaging AI suggestions in chat transcripts as part of the post-chat analysis, add the MessagingAI:Manager role to the access group of the supervisors.
  5. In the suggested actions settings in App Studio, enable the intelligent guidance feature, and set the Maximum number of actions displayed to a value greater than 1.
  6. In the knowledge management settings in App Studio, enable the display of Pega Knowledge articles, and set the limit for the number of suggested articles to a value greater than 1.
    For more information, see Configuring knowledge management settings.
  7. Define the entities that are specific to your organization in Pega Platform natural language processing (NLP) to expand the scope of the NLP engine beyond common system entities such as country codes, which it recognizes by default.
    For example: If you manufacture cars, enter your car models into Pega NLP so that it recognizes and populates the names of the models in case fields during a chat interaction with customers.


Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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