Published Release Notes

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.

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 processing of correspondence details

When you send correspondence, the system now does not update the pxSendDateTime property on the pxCorrSummary work page that belongs to pyWorkPage. In previous versions of Pega Platform™, after sending correspondence, the update of the pxSendDateTime property could cause errors when working with an application at run time. To prevent such issues, Pega Platform now includes a pyEnableCorrSummary when rule that, by default, is set to false. If your business scenario requires updating the pxCorrSummary work page, set the when rule value to true.

For more information, see:

• Notifying participants about events
• Approval by email
• Sending automatic emails from cases

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.

Outbound email templates for email bots

Pega Email Bot™ now provides built-in templates for outbound email and an option to create your own, custom templates. You can use this feature to standardize branding for your applications and the company through your communication channels. For example, customer service representatives (CSRs), who use the Email Manager or Case Manager portals, can apply these templates to strengthen your brand's presence in every email that they send or that the email bot automatically sends as an acknowledgment for a user email.

You select an outbound email template when you configure the Email channel. The system provides you with three built-in outbound email templates that you can select or modify to fit the requirements of your organization.

For more information, see Creating an Email channel and Creating outbound email templates.

Questionnaires available in App Studio

App Studio now supports authoring questionnaires, which in previous releases of Pega Platform™ were known as surveys. You can create questionnaires, add question pages, and populate the pages with questions of different types so that you can collect the exact data that your business processes require. For more efficient data management and reuse, data objects from a data model now store answers to questions, instead of autogenerated properties. For example, when a customer provides a date of birth in a questionnaire, and your application stores the date as a data object, you can conveniently reuse that data object in related cases. For greater flexibility, both standard Pega Platform and Cosmos React applications support questionnaires, however, some question types are unavailable in Cosmos React.

For more information, see:

• Create questionnaires in a low-code way in App Studio (8.6)
• Creating a questionnaire

Association of incoming emails with triage cases

Customer service representatives (CSRs) can now associate an email triage case with existing business cases or service requests. As a result, CSRs can respond more quickly to information about the same issue reported by customers several times. The system displays a list of related service cases for the same customer that CSRs can then associate or disassociate from the open email triage case in the Email Manager or Case Manager portal.

For more information, see Associating service requests with a triage case and Keep related incoming emails together for a triage case.

Secure email threading mechanism in email bots

Pega Email Bot™ now uses a secure built-in threading mechanism to ensure that all email communication between customer service representatives (CSRs), customers, and other stakeholders is secure and organized in separate threads for a triage case. For this purpose, the system embeds a unique encrypted security code in the body of outbound emails that identifies related triage cases, service requests, and forwarded emails.

For more information, see Understanding email triage process and Use a secure threading mechanism for emails.

Remote case types in App Studio

App Studio now supports remote case types for applications that you build on Cosmos React. With remote case types, you can create a case type inside one application, and then work on cases based on this case type in another, remote application. As a result, users can perform work from multiple applications on one screen without the need to switch between applications, which results in increased efficiency and faster case resolution.

For more information, see:

• Increase efficiency by sharing remote case types between applications (8.6)
• Remote case types  

Ability to handle responses to automatic email notifications in email bots

Pega Email Bot™ can now handle email responses to automatic email notifications that a Pega Platform™ application sends for a related case. As a result, customer service representatives (CSRs) can save time because all relevant emails from customers and other stakeholders are available from a single triage case in the system. To use this feature, ensure that you add the same email account to the email bot that you use to send case notifications in your application.

For more information, see Handle customer responses to automatic email notifications.