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Adding a case type conversation process for a conversational channel

Suggest edit Updated on August 10, 2021

To automate how Pega Intelligent Virtual Assistant™ (IVA) collects information for your application's cases, create and configure a conversation process for a case type. Adding a conversation process simplifies the configuration for the system and ensures that the chatbot interacts with users in a consistent, logical, and conversational way by asking questions, displaying text, or starting another conversation process.

For example, you can create a conversation process for a Fee Inquiry case type designed to help users dispute an automatic cancellation charge for a vehicle that they requested in an app, when the user or driver does not show up for the requested ride.
Before you begin: Create and configure an IVA channel for Digital Messaging. In addition, create and configure the case type and all stages for the case. For more information, see Creating a Digital Messaging channel, Creating a top-level case type, and Adding the Create stage to existing case types. You can also create a stand-alone conversation process that is not related to a case type directly from your conversational channel and reuse the process in other channels. For more information, see Adding a stand-alone conversation process for a conversational channel.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. In the Case life cycle section, in the header of the stage for the case type, click MoreAdd channel process, and then click Digital Messaging or Legacy Webchat.Result: The system saves the conversational channel process as a parallel process for the stage by creating a conversation flow smart shape.
  3. In the Case life cycle section, in the header of a parallel conversation process that contains the conversation flow, click Configure process.Result: The system displays the process flow that includes the conversation flow smart shape.
  4. On the Workflow tab, in the conversation flow shape in the flow, click the Add icon.
  5. In the flow canvas, modify the primary path in the conversation process by connecting and configuring the following conversation shapes:
    Ask a question
    Asks a question to the user in the chatbot in a button, quick reply, yes/no, or open format, and saves the answer in case properties.
    Send a message
    Displays a text message to the user.
    Conversation flow
    Starts another existing conversation process that is stand-alone or for a case type.

    You can also configure additional useful shapes that are available in the context of the conversation. For more information, see Editing the conversation smart shapes and Flow shapes.

    For example: The following figure shows a conversation process for a Fee Inquiry case type designed to help users dispute a cancellation fee for the requested vehicle. You can design the conversation process with the Send a message and Ask a question shapes, for example, to confirm the date when the cancellation fee was applied and find out the reason for disputing the fee. From the obtained information, the system can then make a decision to either immediately refund the cancellation charge or submit the fee dispute inquiry to a customer service representative (CSR) for further review.
    A conversation process for a case type with conversation smart shapes
    A conversation process with multiple Send a message and one Ask a question shapes.
  6. Click Save.Result: The system saves your configured conversation process for the chatbot as a conversation flow in the parallel process for a case.
  7. Optional: To display the case life cycle view, click Stages & steps.
For example:

The following video demonstrates improvements in the chatbot authoring experience. You will learn how to use the new smart shapes to build a conversation process for an IVA:

What to do next: Add case commands to the IVA. For more information, see Adding case commands for a conversational channel.
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