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.
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).
Options
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.