WebChat channel configuration

To provide a meaningful user experience for a conversational WebChat chatbot, you can configure its behavior to fit the needs of your organization. You can configure the predefined system responses, a list of text analyzer definitions, and the interaction time-out for a WebChat chatbot that is used as a Pega Intelligent Virtual Assistant.

Note: You must purchase a separate license before using Pega Intelligent Virtual Assistant for WebChat in your application.

System responses

You can customize system responses for standard events that happen during an interaction between a user and the chatbot application. You can define additional custom responses when configuring the content for the chatbot.

  • Welcome - Displays a welcome message to the user of the chatbot on their first interaction with the channel.
  • No match - Displays a warning that no matching command was found based on the user input.
  • Multiple matches - Displays a stating that multiple commands matched the user input.
  • Internal error - Displays a message that a system error occurred for the chatbot.
  • Authentication - Displays a message prompting a user to authenticate.
  • Authentication-Success - Displays a success message immediately after a user has successfully authenticated.
  • Authentication-Fail - Displays a failure message immediately after a user has failed to authenticate.

Text analyzer

A WebChat chatbot analyzes user input to determine a response based on an exact match or by using defined categories. Defining categories help to obtain a better response to user input using natural language processing (NLP).


You can enable interaction time-out and define the number of minutes of inactivity after which the WebChat chatbot times out of the user session. You can also enable authentication time-out and define the number of minutes after which the WebChat chatbot times out from the time the user has successfully authenticated.