Web Messaging
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
| Options | Description |
| Client logo | 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:
|
| Welcome message | 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 |
| Minimize | This option minimizes the Web Messagingwidget. |
| Mute | When sound notifications are enabled for the Web Messaging widget, customer can control sounds and mute or unmute notifications by selecting this option. |
| End session | 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 interaction begins. |
| Download transcript | 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 conversation. |
| 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:
|
| Emoji picker | Customers can pick, and then send the emojis in the list. |
| Send attachments | 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. |
| 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 messages | If customers open the Web Messaging widget and then scroll down to read a message, the system considers the message as Read. |
| Unread messages | 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. |
| Typing indicator | 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
| Browser | Supported versions |
| Edge | Windows starting v86, MacOS starting v80 |
| Chrome | Windows starting v87, MacOS starting v80 |
| Firefox | Windows starting v85.0, MacOS starting v80 |
| Safari (Mac) | From v12.1 |
Supported phone browsers
| Browser | Supported versions |
| Mobile Safari | iOS v13 or above |
| Chrome Mobile | Android Chrome starting 80.0.3987.99 |
| Chrome Mobile iOS | iOS v13 or above |
| Firefox | Android – from v91.3, iOS - N/A |
Supported browsers on tablets
| Browser | Supported versions |
| Edge | N/A |
| Chrome | Android Chrome - starting 80.0.3987.99, iPad – iOS 12 or above and chrome 86.0 |
| Safari | iOS 12 or above |
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