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Adding a conversational channel to a case type process

Suggest edit Updated on September 7, 2021

To improve the accuracy of Pega Intelligent Virtual Assistant™ (IVA) responses to a case, add a conversational channel to a process for a case type. You can also define the conditions that control when the conversation begins in the IVA.

For example, you can add an IVA for Legacy Webchat to the car insurance case type. The system creates a parallel process for this IVA channel and, as a result, you can later define a set of simple questions to collect information for a car insurance case.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. On the Workflow tab, click Life cycle.
  3. Click the stage to which you want to add a conversational channel:
    • To add a conversational channel to the Create stage, click MoreAdd create processChannel name.
    • To add a conversational channel to any other stage, click MoreAdd channel processChannel name.
    Result: A parallel process for the IVA channel is added to the stage.
  4. Optional: To define the conditions that control when the conversation begins, update the process settings:
    1. On the Workflow tab, click the parallel process for the IVA channel.
    2. Select Custom condition, and then define the condition that determines when the conversation in the IVA starts.
  5. Click Save.
Result: At run time, the system asks a series of questions to collect information about a Pega Platform case.
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