Creating a Digital Messaging interface

Archived

2 Tasks

10 mins

Pega Customer Service 8.6

Pega Customer Service '23 Pega Customer Service 8.8 Pega Customer Service 8.7

Visible to: All users

Beginner Pega Customer Service 8.6 English

Scenario

U+ Bank wants to set up its chatbot to respond to service requests received from several digital channels. As an initial step, the bank first wants to create a Digital Messaging interface to respond to requests received from its website.

As an admin, create a Digital Messaging interface for Web Messaging channel to implement the business scenario.

Use the following credentials to log in to the exercise system:

Role	User name	Password
Self-Service Application Administrator	Eduselfserviceadmin	rules

Your assignment consists of the following tasks:

Task 1: Create a new Digital Messaging channel interface

Create a new Digital Messaging channel interface to respond to service requests received from the U+ Bank website.

Task 2: Set up the Digital Messaging for Web Messaging channel

Set up a connection between the retail bank and Web Messaging.

Task 3: Confirm your work

On the U+ Bank website, confirm that the chat widget is added and the welcome message is displayed.

Challenge Walkthrough

Detailed Tasks

1 Create a Digital Messaging channel interface

1. Log in to the EduSelf-Service application with User name Eduselfserviceadmin using Password rules.
2. In the navigation pane of App Studio, click Channels to create a new channel interface for Digital Messaging.
   
3. In the Create new channel interface section, click Digital Messaging to create a channel.
   
4. On the Configuration tab, enter the following details:
   1. Channel interface name: Retail bank
   2. Description: Digital messaging channel for retail bank
      
5. On the Behavior tab, in the Text Analyzer, uncheck Enable small talk.
6. On the Channel tab, In the Set up section, enter the following details:
   1. Template Operator: EduSelfServiceUser
   2. Base URL: The instance URL where you can configure the channel 
      Note: You can copy the URL from the current enablement instance and paste it into the Base URL.
      
7. Click Save.

2 Set up the Digital Messaging for Web Messaging channel

1. In the Connections section, click Manage connections to set up the Intelligent Virtual Assistant (IVA) for Digital Messaging for multiple social messaging channels. The system displays the Digital Messaging Manager window.
2. Click Add connection.
3. Click Web Messaging to install a chat widget on the U+ Bank website.
   
4. On the New Web Messaging home screen, on the General tab, enter the following details:
   1. Name: Retail bank
   2. Chat heading: Let’s chat
   3. Display message: Welcome to the retail bank!
      
5. Click Save to make a successful connection between the retail bank and Web Messaging.

Confirm your work

1. Open the U+ Bank web site.
2. Click the chat icon to see the welcome message in the chat box.

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Available in the following mission:

• Pega Digital Messaging v1