Published Release Notes

Attach Content control enhancements

You can now use the Attach Content control in Pega^® Platform to configure compression options that limit the size of files created on a mobile device. For example, you can choose from predefined settings to limit video duration or image size. These settings apply when the user records a new video or takes a new photo, but they do not apply to prerecorded media.

Also, when attaching content to a custom mobile app, users can now select any type of file from any source that is available in the device's native file picker component.

For more information, see Configuring file size options for the Attach content control.

Change passwords from Pega Mobile Client

You can now change your Pega^® Platform password from a mobile device. After your password expires and you try to log in to a custom mobile app, Pega Mobile Client lets you define a new password and verifies it against active password policies.

For more information, see Enabling security policies.

Advance cases from a push notification screen

You can now approve and reject Pega^® Platform cases from your mobile device without opening a custom mobile app. Push notifications that you receive on a mobile device now display buttons that allow you to advance a case.

For more information, see Notifications.

Post Pulse messages to cases from a push notification screen

If your mobile device uses Android 7.0 or later, or iOS 9.0 or later, you can now respond to Pulse messages in Pega^® Platform cases without opening a custom mobile app. Push notifications received on a mobile device now display a Reply button so that you can respond immediately to the notification.

For more information, see Notifications.

Support for optimization of offline packaging during synchronization

You can now optimize offline packaging during full and delta synchronization of an offline-enabled application. Enabling this option for an offline-enabled application means that a case is packaged during delta synchronization only when a new work item for the case is added to the user's worklist and the case was not previously packaged during full or delta synchronization. The case is packaged during full synchronization only when the work item for the case exists in the user's worklist. This feature is useful in field service applications where field service agents usually work on existing assignments and do not need to create new cases.

For more information, see Offline packaging optimization during synchronization.

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.

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.

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.