Adding cases for the Facebook channel

You can add cases for the Facebook chatbot so that users, by entering a specific command in Messenger, open a case for the application. You can select any case that is defined for the Pega Platform application.

Note: To use Pega Intelligent Virtual Assistant for Facebook in your application, you must obtain and install the Facebook channel component from Pega Exchange.
  1. Open a Facebook channel interface. For more information, see Configuring the Facebook channel.
  2. Click the Configuration tab.
  3. To add a new case, click + Add case type.
  4. In the Name/Command field, enter or modify a user command for the case to be created.
  5. In the Create case list, click a name of the case to create when the user enters the command.
  6. Click Submit.
  7. Click Save.