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Web Messaging

Updated on December 3, 2021

Deploy Web Messaging widget onto your website to make it customer-facing after creating the Web Messaging connection and configuring the chatbot in your Digital Messaging interface. Customers can start interacting with a chatbot or CSRs for their business needs from their websites using Web Messaging.

Pega Customer Service Implementation Guide

You can use Web Messaging on desktops, laptops, tablets, and phone browsers. Web Messagingsupports the options for phone and tablets that it supports for a desktop or a laptop. For more information, see the supported browsers and their versions on Supported browsers on desktops and laptops, Supported phone browsers, and Supported browsers on tablets.

Web Messaging provides the following options:

Web Messaging bot options

Client logoThis option displays the client logo. Using Digital Messaging Manager, you can upload a logo and toggle the logo on and off. The image must be square with a maximum size of 500KB. The system supports the following image types:
  • JPG
  • JPEG
  • PNG
Welcome messageThe system displays a welcome message when the customer clicks the Web Messaging icon on the web page to start a conversation with a bot or a CSR. The CSR admin can configure a customized welcome message on the Digital Messaging interface
MinimizeThis option minimizes the Web Messagingwidget.
MuteWhen sound notifications are enabled for the Web Messaging widget, customer can control sounds and mute or unmute notifications by selecting this option.
End sessionAfter the customers end the chat session, the conversation iswill no longer available to customers. Ending the session ends the interaction, and the CSR and the chatbot can no longer respond. If customers launch the widget again, they cannot see their conversation history and a new interaction begins.
Download transcriptCustomers can download the transcript of the conversation between the bot and the CSR. When the customer clicks the menu option, and clicks Download transcript, the system displays the message User has requested a copy of the chat transcript. The menu displays the Download transcript option only after a party initiates the conversation.
Continue in another appSuppose you configure channel switching options in the Digital Messaging Manager for the Web Messaging connection. In that case, the widget provides the customer with a channel switching menu during the real-time conversation. The customer can switch the conversation to one of the following digital channels that you configure in the Digital Messaging Manager:
  • Facebook Messenger
  • SMS
  • WhatsApp
  • Apple Business Chat (ABC)
Emoji pickerCustomers can pick, and then send the emojis in the list.
Send attachmentsCustomers can send and receive attachments, such as: images, videos, audio files, documents, and other files (including .exe and .zip). The CSR admin can use App Studio to configure the attachment types and file sizes that customers can send and receive.
New messages When new chat messages arrive, and customers cannot see them, the system displays a navigation button New messages. Upon clicking the button, the chat window scrolls to the bottom of the widget for customers to view the newly-arrived messages.
Audio notifications When sound notifications are enabled, the system notifies customers when new messages arrive in the chat widget using the audio notification. Customers can mute notifications in the menu.
Read messagesIf customers open the Web Messaging widget and then scroll down to read a message, the system considers the message as Read.
Unread messagesThe system displays the number of unread messages as a count badge on the chat bubble if the chat widget is minimized. When customers open the widget, system clears the count.
Typing indicatorA typing indicator displays to the customer before a chatbot or CSR response arrives. You can disable this feature can in Digital Messaging Manager.
Browser language supportThe Web Messaging widget captures the browser language and loads supported languages configured in the Digital Messaging interface
Note: For more information about Web Messaging and the features when installed on the customer website, see Web Messaging bot.

Supported browsers on desktops and laptops

BrowserSupported versions
Edge Windows starting v86, MacOS starting v80
ChromeWindows starting v87, MacOS starting v80
FirefoxWindows starting v85.0, MacOS starting v80
Safari (Mac)From v12.1

Supported phone browsers

BrowserSupported versions
Mobile Safari iOS v13 or above
Chrome MobileAndroid Chrome starting 80.0.3987.99
Chrome Mobile iOSiOS v13 or above
FirefoxAndroid – from v91.3, iOS - N/A

Supported browsers on tablets

BrowserSupported versions
ChromeAndroid Chrome - starting 80.0.3987.99, iPad – iOS 12 or above and chrome 86.0
Safari iOS 12 or above


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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