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
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
|This 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:
|The 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
|This option minimizes the Web Messagingwidget.
|When sound notifications are enabled for the Web Messaging widget,
customer can control sounds and mute or unmute notifications by
selecting this option.
|After 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
|Customers 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
|Continue in another app
|Suppose 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
- Apple Business Chat (ABC)
|Customers can pick, and then send the emojis in the list.
|Customers 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.
|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.
|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.
|If customers open the Web Messaging widget and
then scroll down to read a message, the system considers the message as
|The 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.
|A 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 support
|The Web Messaging widget
captures the browser language and loads supported languages configured
in the Digital Messaging interface
Supported browsers on desktops and laptops
| Windows starting v86, MacOS starting v80
|Windows starting v87, MacOS starting v80
|Windows starting v85.0, MacOS starting v80
Supported phone browsers
|iOS v13 or above
|Android Chrome starting 80.0.3987.99
|Chrome Mobile iOS
|iOS v13 or above
|Android – from v91.3, iOS - N/A
Supported browsers on tablets
|Android Chrome - starting 80.0.3987.99, iPad – iOS 12 or above
and chrome 86.0
|iOS 12 or above