Applies to: Web Messaging

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

In Digital Messaging Manager, within Web Messaging connections, the Styling tab is now available. The new tab groups together existing and additional configurations that account for visual styling applied to the widget. Pega continues to add styling configurations to meet the needs of specific branding and displays.

Applies to: Web Messaging

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

Fix to correctly display messages sent from managers in a chat interaction.

Applies to: Web Messaging, Mobile Messaging SDK

Required Pega Platform and Pega Customer Service: 8.6 and higher

Digital Messaging Service now supports scanning attachments uploaded by customers and CSRs.

When you enable virus scanning, Digital Messaging uses an AWS preferred vendor to scan attachment objects in S3 buckets for viruses. If the system finds a virus, the attachment is not delivered and the system notifies the user.

You enable virus scanning on the General tab of Digital Messaging Manager.

Applies to: Web Messaging

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

You can now pass a language parameter using PegaChatTags in order to display the chat interaction in the desired language. This overrides the default language display based on user browser, but is overriden by user Language selection in the chat menu if enabled.

The following is sample JavaScript code to include in your webpage where the widget snippet is installed:

<script language="javascript"> 
   var PegaChatTags = {lang: document.documentElement.lang} 
</script>

The following is another example:

<script language="javascript"> 
   var PegaChatTags = {lang: "target language code",};
</script>

Applies to: Web Messaging, Mobile Messaging SDK

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

You now terminate customer chat sessions by using a backend API.

Applies to: Web Messaging

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

Fix to improve session validation and session start when chat sessions time out.

Applies to: Twitter

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

Due to recent changes to Twitter's terms and licensing, Pega partnership with Twitter ended on May 31, 2023. Pega is no longer able to facilitate connections to Twitter and all existing connections have been removed.

Applies to: Web Messaging

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

Added logic to render widget iframe with minimum size on initial load to increase the content layout score when a Web Messaging widget is installed on a website.

Applies to: Web Messaging

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

Added support for focus for all interactive elements.

Applies to: Web Messaging

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

Changed the timestamp display for customer messages to render as 'Delivered * Time' under the most recent message, and timestamps now appear for every bot/CSR and customer message, in AM/PM or 24-hour format, depending on the display language

Applies to: All

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

An error message displays in Digital Messaging Manager if the page cannot be accessed, for example, due to a failed network request.

Applies to: Twitter

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

Due to changes by Twitter in the API and licensing model, Pega will be removing support for direct integration with Twitter.

Applies to: Web Messaging

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

When a CSR ends a session, the chat now displays to the customer that the session has ended and provides the option to start a new chat.

Applies to: Web Messaging

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

When a customer message cannot reach the application, the following message now displays in the chat: Your message could not be delivered.

Applies to: Web Messaging

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

Fix to retain the correct customer selection when more than one menu response includes the same payload.

Applies to: Web Messaging

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

The chat display is now updated with the latest Pega UX standards, including changes to chat menu options and accessibility improvements.

Applies to: Client Channel API

Required Pega Platform and Pega Customer Service: 8.7 and higher

Support was added for delivering text attachments in inbound payload.

Applies to: Web Messaging, Mobile Messaging SDK

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

• Menu responses configured in the channel interface as Buttons now persist throughout the conversation, enabling the customer to return to and choose a previous prompt, for example, FAQ or Chat with an agent.
• Responses configured as Replies do not persist after the customer's selection, enabling you to better control the conversation flow.
• New options to manage customer text box availability in chat are now available in the Digital Messaging Manager General tab in the State of text input area for quick reply type menu section. You can keep the text area enabled, or disable it with the option for the customer to click to enable, or disable until a quick reply is selected.

Applies to: Web Messaging

Required Pega Platform and Pega Customer Service: All Digital Messaging Service supported versions

Chat responses now support carousel image display.

Applies to: Client Channel API

Required Pega Platform and Pega Customer Service: 8.7 and higher

Support was added to improve handling of connection IDs, outbound message payloads, and messages with attachments.