Published Release Notes

Include region headers on forms

When you create or modify forms, you can now include region headers for sections that are based on design templates. You can enter a title for the region, select a container format for the header, add icons, and select styles. This greater flexibility enables you to create a more intuitive user interface.

For more information about modifying a design template, see Design templates.

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.

Conversation flow and smart shapes for the Digital Messaging chatbots

When creating Pega Intelligent Virtual Assistant™ (IVA) for Digital Messaging, chatbot developers can now use new conversation smart shapes in a dedicated flow, making the design process simpler, more robust, and intuitive. With the new smart shapes, the chatbot displays text messages or asks questions to users in one of several ways. In addition, developers do not have to create additional rules, switch tabs, or perform manual validation. You can associate the conversation flow that you create for your IVA with a business case, use the flow on its own, or reuse it in another conversation flow, improving the overall chatbot design process.

For more information, see Adding a stand-alone conversation process for a conversational channel, Adding a case type conversation process for a conversational channel, Editing the conversation smart shapes and Flow shapes.

Revamped view authoring in Cosmos React

Applications that use Cosmos React now feature updated case and portal authoring tools, including more templates, improved view editing, and more intuitive management of UI components.

This change empowers citizen developers to build applications through configuration as opposed to customization, and reduces development time while also providing a prescriptive environment for creating optimal customer experience.

For more information, see Configuring forms and views.

Ability to forward emails in triage cases

When working on customer emails in the Email Manager or Case Manager portal, customer service representatives (CSRs) can now forward emails to additional stakeholders, for example, third-party vendors or sellers. As a result, CSRs that work with Pega Email Bot™ save time, improve responsiveness to customer inquiries, and make email triaging more efficient. The email bot keeps each forwarded email conversation in a separate email thread from the customer conversation, making the system more consistent and secure.

For more information, see Communicate with stakeholders on a customer query by forwarding emails and Forwarding emails to other stakeholders for an email bot.

Improved UI accessibility

Pega Platform™ now supports W3C Web Accessibility Initiative guidelines more fully, which creates a better user experience for people who rely on assistive technologies, such as screen readers.

The user interface now features the following enhancements:

• Improved keyboard navigation and updated ARIA attributes for layouts, including dynamic, repeating, and table layouts.
• Updated navigation for AJAX and dynamic containers.
• More precise keyboard navigation and focus control for pop-up components, such as SmartTips.
• Fixed accessibility gaps in out-of-the-box actionable controls and form components, such as buttons and text fields.
• More accessible error messages with improved color schemes and focus control. To meet the WCAG ARIA guidelines, the Show next Error bar has been retired and substituted with more accessible error symbols.
• Accessibility code included in the Pega Platform ruleset by default, without the need for additional configuration.

For more information, see Supported keyboard navigation.

Improved scroll functionality in vertical tabs

When you scroll content in an application that uses the Cosmos theme, the UI now remembers the scroll position even if you switch between vertical tabs, for example, in the case details section. Previously, the application reset the page to the topmost position every time you switched tabs. This update improves the user experience by reducing context switching.

Loading cues in Pega Platform

Pega Platform™ applications that rely on the Cosmos React framework now feature a visual placeholder for the page that is being loaded. The system displays an indicator when loading portals, cases, simple pages, and list pages. This update provides users with a visual cue that their request is being processed, which improves the user experience.

Support for picklists with parameterized data pages in App Studio in Cosmos React UI

You can now use data pages with parameters to populate a property of the picklist type with filtered results in App Studio. For example, in a survey case type, you can use a parameterized data page to configure cascading drop-down controls in which the values in a secondary drop-down list are based on the value that the user selects in the primary drop-down list. With dynamically-sourced picklists, you get greater flexibility in configuring picklists, and users see more accurate values.

For more information, see link Dropdown control Properties — General tab.