To ensure that Pega Email Bot and Pega Intelligent Virtual Assistant (IVA)
for Web Chatbot responds to user input correctly by opening a top-level case, configure
a case command to use a case type. You then map entities from your Dialogflow text
analyzer to the properties of a case in the Pega Platform application
so that entity extraction takes place at run time.
Each case command
represents a triggered Dialogflow intent.
The intent's action in the Dialogflow agent configuration fulfills the request.
Define any built-in entities that you use in the intents on the
Entities tab for the Dialogflow agent configuration. This
setup populates the mapping drop-down list in an Email, Facebook or Web Chatbot
channel for a Pega Platform application.
For example, if a user orders a pizza by entering a command in a web chat window, the
action triggers the orderpizza intent and the
corresponding OrderPizza case in IVA for Web Chatbot.
The text analyzer extracts and automatically maps entities from the chat session,
such as pizza type and size, to the case properties.
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In the header of Dev Studio, click the name of the application, and then click
Channels and interfaces.
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In the Current channel interfaces section, click the icon
that represents your existing Email, Facebook, or Web Chatbot channel.
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In the email, Facebook or Web Chatbot interface, click the
Configuration tab.
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In the Content section, click the
Configuration icon for your case type, for example,
OrderPizza.
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In the Create case command field, enter the name of your
Dialogflow intent that triggers the case type, for example,
orderpizza.
This name must correspond to an intent in the Dialogflow agent.
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Click the Entities extraction tab.
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Click Add mapping.
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In the Entity list, click a Dialogflow entity
name.
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In the Case property list, click the case property name
that you want to map to the Dialogflow entity.
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If you want to map additional Dialogflow entities to case properties, repeat
steps 7
to 9
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Click Submit, and then click
Save.