Published Release Notes

Improvements to email case triaging

Improvements to Pega Intelligent Virtual Assistant™ (IVA) for Email make the system more robust and user friendly. When you reply to emails in a triage case, you can forward the email, reply to all, and use the carbon copy (cc) and blind carbon copy (bcc) fields. You can also send Pulse messages to discuss an email case without exposing the information to external users. You are notified in the Email Manager and Case Manager portal if you receive Pulse messages. Even when an email case has been resolved and appears as read-only, you can still send Pulse messages.

For more information, see Email Manager portal and Email triage.

Improvements to the Email channel configuration and content analysis

To make the Intelligent Virtual Assistant™ (IVA) for Email more useful and easier to manage, you can track all the Email channel configuration changes that you or other operators make. The system now also detects defined entities and topics, not only in the contents of the email messages and its attached files, but also in the email subject field which improves the responsiveness of IVA to emails. You can map same text that appears in an email triage case to different entities. In previous versions of Pega Platform, only the email body was analyzed but with subject analysis, now the entire email is analyzed for topics and entities, including its salutation and signature.

For more information, see Tracking configuration changes in the Email channel and Enabling the analysis of subject field content during email triage.

Support for Firebase Cloud Messaging (FCM) push notifications in Android custom mobile apps

You can now create Android custom mobile apps that use push notifications with the Firebase Cloud Messaging (FCM) services. The push notifications for Android custom mobile apps based on legacy Google Cloud Messaging (GCM) are deprecated, as GCM services will be officially removed from use on April 11, 2019. To continue to use push notifications, you must migrate your custom mobile apps to FCM services. Before building your custom mobile app, you must register your Android app for push notifications in the Firebase console, obtain the FCM server key and Google Services JSON file, and use the key and file in the Android certificate set to build the custom mobile app.

For more information, see Migrating Android custom mobile apps that use push notifications to Firebase Cloud Messaging, Push notifications in Android mobile app, and Android certificate set.

Facebook and Web Chatbot configuration in the preview console

When you develop a Pega Intelligent Virtual Assistant™ (IVA) for Facebook or Web Chatbot, you can now teach interactive bot conversations by chatting with the bot in the preview console and guiding the artificial intelligence algorithm to the right responses. This ability greatly accelerates conversation development and simplifies configuration, while providing the developer with more transparency in the mechanisms that produce specific responses.

For more information, see Simulating a conversation and building a chatbot runtime and Testing and building a chatbot from the preview console.

PEGA0107 alert enables performance monitoring of offline-enabled apps

You can now monitor the performance of offline-enabled apps by analyzing PEGA0107 alerts from Pega Predictive Diagnostic Cloud™. PEGA0107 alerts are equivalent to PEGA0069 alerts in the context of offline-enabled applications, but PEGA0069 alerts are not generated for offline-enabled applications.

For more information, see PEGA0107 alert: Client page load time for offline-enabled applications and Pega Predictive Diagnostic Cloud Improvement Plan overview.

Mashup code preview in App Studio

When you create a mashup channel for your application, you can now eliminate issues with the code and create better looking applications, by using the portal preview in App Studio. You can preview a channel to verify that different types of devices correctly display the mashup code. The preview functionality uses a default wrapper that functions as a portal for displaying a frame with the mashup code. You can modify the appearance of the default wrapper, and adapt the mashup user interface in design mode to meet your requirements.

For more information, see Configuring the Mashup channel and Previewing an application.

Support for rich user interface controls in IVA for Web Chatbot

You can now use rich user interface controls in Pega Intelligent Virtual Assistant™ (IVA) for Web Chatbot because Pega Platform™ includes a framework for advanced user interface controls. You can use a date picker control and add file attachments while chatting with the chatbot. These features provide a richer and more robust user experience and they help the user accomplish tasks more quickly without the need for complex validation messages.

For more information, see Use rich user interface controls in Web Chatbot.

Default support for the OAuth 2.0 framework in custom mobile apps

You can now build custom mobile apps by using Pega Infinity Mobile Client or Pega Mobile Client 7 with the OAuth 2.0 authorization code grant flow that is enabled by default. This industry-standard authorization framework increases the security of custom mobile apps. Set up your application to either redirect to a login screen of a specific identity provider, or display a selection of available identity providers upon login. Settings for authentication services are now applied automatically when you build your app. You can ensure that a custom mobile app is secure by using a protection schema, such as a biometric sensor or a custom pin.

For more information, see Build secure custom mobile apps with the OAuth 2.0 framework.

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.