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 case settings in App Studio

You can now make it easier to distinguish your case type from other case types by customizing its icon and selecting a unique case ID prefix in the General case settings.

You can also access Locking and Notifications case settings in App Studio without switching to Dev Studio.

For more information, see:

• Changing the case ID format
• Changing the case icon
• Managing concurrent access to a case
• Enabling case notifications

Configure search for duplicate cases in the step property panel

You can now configure the search for duplicate cases in the step property panel. Save time by specifying search criteria that effectively identify potential duplicate cases.

At run time, make sure that each case represents a unique request by deciding whether to close the case as a duplicate, based on the criteria by which the system marked the case as a potential duplicate, for example, a matching email address.

For more information, see:

• For Dev Studio: Finding duplicate cases
• For App Studio: Finding duplicate cases

Visualize tasks more clearly with the task board view

In spaces and other contexts, you can now monitor and track the resolution of cases by using the task board view. This view groups tasks into columns by status to provide a visual overview for all members of a space. By default, the task board view is enabled in spaces, but you can enable it in any context to meet your needs.

For more information, see Monitoring and tracking cases (for App Studio) or Monitoring and tracking cases (for Dev Studio).

Make important content visible by promoting spaces

Now you can make highly relevant content more visible and more easily accessible with promoted spaces. Highlight promoted spaces on a separate tab in spaces to ensure that the most relevant content is quickly available and clearly organized. Promoted spaces are available for every user; however, only users with Super Admin privileges can promote a space.

For more information, see Granting Super Admin privileges.

Mobile channel enhancements

The Mobile channel now supports several enhancements to Pega Infinity Mobile Client™ and provides custom mobile app options that are arranged in a more intuitive, consistent, and convenient layout. By default, custom mobile apps that you configure within the Mobile channel are generated with Pega Infinity Mobile Client. You can choose between a single webview web portal or a multi webview application layout, and configure such options as: bottom bar navigation rule, the bottom bar style, and the full screen search widget. You can also build a custom mobile app with Pega Mobile Client 7, or select a specific version of the client application.

For more information, see Configuring a custom mobile app.

Enhanced Pega Infinity Mobile Client

With the new Pega Infinity Mobile Client™ you now can build online apps that launch quickly, provide instantaneous navigation, and immediately react to user input. Pega Infinity Mobile Client uses native components for faster navigation between the screens of your custom mobile app; every tab opens in a separate webview, which accelerates switching between the tabs. Pega Infinity Mobile Client protects your sensitive information through safe and convenient single sign-on authentication and additional locking mechanisms.

For more information, see Pega Mobility and mobile clients.

Offline support for optional processes

You can now offer greater flexibility to the users of an offline-enabled custom mobile app by enabling them to start and continue optional processes while their phone is offline. When you configure a Run script action on a button within a user form, users can choose optional work, and continue it regardless of their internet connection.

For more information, see Enabling offline support for an optional flow.

Pega Mobile Preview app

You can now use Pega Mobile Preview to access multiple mobile channels and preview your Pega Platform™ application, for example, to verify that it is displayed correctly and operates as intended. Pega Mobile Preview is a native application that runs on Android and iOS devices. Compared with Pega Mobile Express, it enables switching between mobile channels and supports enhanced layout configuration options.

You can download Pega Mobile Preview from the Apple App Store or from Google Play.

For more information, see Pega Mobile Express and Pega Mobile Preview.