Published Release Notes

Support for rich HTML text in IVA for Email

Pega Intelligent Virtual Assistant™ (IVA) for Email now supports rich HTML text in email conversations, which enhances the overall user experience. You can enable this option in the Email channel configuration in IVA for Email to display rich text in email conversations for case triaging. Natural language processing (NLP) analysis works flawlessly in scenarios for all email content that contains rich HTML text.

For more information, see Enabling rich HTML text in emails.

Multiple actions triggering during intelligent email routing

Pega Intelligent Virtual Assistant™ (IVA) for Email now supports triggering of multiple actions during the intelligent routing of incoming emails, which improves the artificial intelligence capability of IVA for Email so that it is more responsive to user input. For example, you can set up intelligent routing for an Email channel to trigger multiple actions, such as creating a case and automatically replying to an email for the content that you receive.

For more information, see Intelligent email routing, Configuring routing conditions for automatic email handling, and Setting up intelligent routing in Intelligent Virtual Assistant for Email.

Additional activities in table layouts

Table layouts now provide you with the option to run activities either before or after updates to a table. This gives you greater flexibility when you design user interfaces.

For more information, see Configuring table activities.

Support for Thai calendar

Pega Platform™ now supports the Thai solar calendar. The update improves readability for users who rely on this date format, and enhances their experience and engagement.

For more information, see Configuring the Thai calendar.

Guardrail warnings for UI components

Pega Platform™ now displays guardrail warnings about user interface elements that might be high maintenance. With this enhancement, you can ensure that your application meets the latest development requirements for efficiency and ease of use, and save time during future upgrades.

For more information, see Reviewing UI components.

Hierarchical table overhaul

The hierarchical table layout now uses a redesigned architecture that enhances stability and presentation. This update also improves accessibility by implementing ARIA guidelines and introducing keyboard navigation in tables.

For more information, see Creating a hierarchical table layout.

Default support for skip links

All Pega Platform™ access groups now support skip links by default. Before, you had to create special access groups for users who require skip links for screen readers. Now, the feature is automatically enabled for every group, which improves the user experience and simplifies development.

Support for seamless transitions between IVAs and customer service representatives

To ensure the best user experience in chat sessions with a Pega Intelligent Virtual Assistant™ (IVA), customer service representatives (CSRs) can now step in and take control of a chat session multiple times, when the chatbot is not capable of correctly answering the user. After the user problem is resolved, the CSR can seamlessly switch control of the chat session back to the chatbot.

Personalized views in table layouts

Table layouts now provide users with the option to save preferred run-time configurations, such as column visibility and filtering, as permanent profiles. This enhancement helps users create dedicated views for specific work scenarios, which reduces the need for repetitive adjustments to the user interface and improves productivity.

For more information, see Enabling table personalization.

Upgrade impact

After an upgrade to 8.4 and later, the default table toolbar styling and experience may be unexpectedly different for any customized tables in a client's application: if you enabled a tool bar action for a personalizable table and the 8.4 application overrides your customization, your application now displays the default 8.4 table toolbar.

What steps are required to update the application to be compatible with this change?

Existing clients that upgrade to Pega Platform 8.4 and later may need to update applications in some scenarios. Any custom actions present in the overridden section may need to be re-authored into this toolbar using the additional actions section.

Unified Messaging Desktop integration with Pega Platform

You can now use the Pega Unified Messaging Desktop™ customer service solution with a Pega Platform™ application so that customer service representatives (CSRs) and other users, such as managers, can respond to user requests more quickly and in a more consistent manner. With integrated Pega Unified Messaging Desktop, CSRs can escalate user requests from Pega Intelligent Virtual Assistants™ (IVAs) by using case processing and artificial intelligence alongside Pega Customer Service™

For more information, see Develop a single IVA channel to chat across different messaging platforms.