Published Release Notes

Support for NLP model training in the Facebook and WebChat user channels

You can now train and enhance the natural language processing (NLP) model in a Facebook or WebChat user channel to support machine learning. You can review user statements and questions, edit the text, and map content to specific text analyzer categories.

For more information, see NLP model for a Facebook channel and NLP model for a WebChat channel.

Case and Pulse notification email subjects no longer contain IDs

The subjects of notification emails for cases no longer contain case IDs, and for Pulse, they no longer contain Pulse message IDs. The system now interacts with email clients by using the information that is stored in the email headers. As a result, comments are posted on a conversation even if users edit the subjects when they reply to these emails. Because the system also sends the replies as emails to the relevant users in the conversation, editing the subjects allows users to give appropriate descriptions of the emails to the relevant users.

For more information about email notifications, see:

• Pega^® Express 7.4 – Communicating with Pulse
• Pega Platform 7.4 – Communicating with Pulse

Survey rules are deprecated

Surveys that were created prior to version 7.4 of Pega Platform are now deprecated. As a best practice, recreate your survey by using the Survey Management landing page, and then reuse questions or question pages from your survey library.

For more information about creating surveys, see Improved survey authoring.

Questionnaire shape replaces Survey shape in legacy flows

In flows that reference deprecated surveys, the Questionnaire shape has replaced the Survey shape. Although legacy surveys continue to function in this release, update your flows to use the Survey shape because it provides the latest survey capabilities, and deprecated features are not supported.

For more information about the new survey authoring experience, see Improved survey authoring.

Limited question and answer formats in new surveys

Complex questions and some answer formats for simple questions, such as attachment, are not supported by the new surveys that you create. Although you can create stand-alone questions in your survey library that use these formats, you can add these questions to legacy surveys only.

For more information about supported answer formats, see Answer formats for questions in a survey.

Improved survey authoring

You can now add functionality, such as validation and visibility conditions, to a survey without having to manage multiple rule forms. By using the centralized options on the Survey Management landing page, you can visualize changes to survey items in real time and configure surveys more quickly.

For more information about improved options, see Streamlined survey configuration.

Decision logic added to surveys

You can now add decision logic to a survey to change the run-time order of questions. By defining a branch with conditions that skip or revisit questions, you can increase the flexibility of your survey.

For more information see Decision logic in surveys.

Support for extracting data from file attachments during email triage

With the Pega^® Intelligent Virtual Assistant for Email, when you triage email interaction cases, the system can now use defined text analyzers to detect entities in files that are attached to the received email. The following file types are supported: DOC, DOCX, ODT, PDF, RTF, and TXT. This feature improves the machine learning and case processing capability for the Email user channel.

For more information, see Enabling the analysis of attached files during email triage.

Add message header fields to the service email for Pulse email replies

The pzCreatePulseReply service email rule now has these additional fields in the message header: Message–ID, In–Reply–To, and References. As a result, the system interacts with email clients by using email headers when users reply to Pulse emails. If you configured a service email for replies to Pulse email notifications, add these fields to the service email to allow the system to post the replies in Pulse. If you are creating a service email, ensure that the message header and data have the same values as the values in pzCreatePulseReply.

For more information, see Enabling users to respond to Pulse email notifications.

Support for multiple attachments added to Pulse

You can now upload more than one attachment to posts and comments in Pulse. Because Pulse maintains the continuity of attachments in posts, email messages, and email notifications, you can use it to quickly follow conversations in a case.

For more information about the features that Pulse supports, see Communicating with Pulse.