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Recommended process to migrate from Legacy Webchat to Web Messaging

Updated on December 3, 2021

Although substantial customization of messaging infrastructure was possible in the past, many rules are now final, and the goal with messaging is configuration over customization. Customizing messaging infrastructure often leads to problems during updates and when transitioning from Legacy Webchat to Digital Messaging.

Pega Customer Service Implementation Guide
  1. Implement Web Messaging and verify end-to-end processes in your lower environments:
    1. Pega recommends updating to the latest Pega Platform and Pega Customer Service versions prior to enabling Digital Messaging. Follow additional instructions for the version you are updating to, for example, see Pega Customer Service procedures. For more information about extended version support, see Pega Extended Support program.
      Note: Legacy Webchat is de-supported in Pega Platform and Pega Customer Service version 8.7. You will not see Legacy Webchat configurations in the system in 8.8 if you do not have an existing implementation. Do not perform a fresh install of 8.8 unless you wish to remove your Legacy Webchat configurations and deploy Digital Messaging from a new application.
    2. Run the Pega Customer Service Upgrade Checker to identify and address overrides to final, deprecated, and withdrawn rules. If you have overridden rules that have been made final, this will be a barrier to a successful messaging implementation.
    3. Ensure that your messaging implementation is as close to the default settings as possible.
    4. If you do not have Digital Messaging credentials, contact your organization’s Pega account team to have them provisioned for all your applications and environments.
    5. To preserve your existing bot configurations, copy your Legacy Webchat channel interface to a Digital Messaging channel interface. Alternatively, create a new Digital Messaging channel interface using the default settings and configure the bot following standard best practices.
    6. Add a Web Messaging connection to your Digital Messaging channel interface, and then configure your connection settings.
    7. Remove any unnecessary Legacy Webchat code from your web pages where the new Web Messaging widget is installed. This includes removing PegaHelper.js and REDUX scripts.
    8. Test the messaging end-to-end, including the escalation and engagement with an agent. If you encounter any issues, follow usual processes to raise them with Pega Global Client Support and report them to your organization’s Pega account team.
  2. After implementing and testing Web Messaging in your lower environments, update your production environment to the same Pega Platform and Pega Customer Service versions, and then implement and test Web Messaging in your production environment, following the best practices listed above.
  • Previous topic Legacy Webchat to Web Messaging migration best practices
  • Next topic Troubleshooting checklist for Legacy Webchat to Web Messaging migration


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