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Web Messaging bot

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Updated on March 16, 2021

After you create the Web Messaging connection and configure the bot in your Digital Messaging interface, you can deploy the Web Messaging bot onto your website to make it customer-facing.

Pega Customer Service Implementation Guide

The Web Messaging bot provides the following options:

Web Messaging bot options

OptionsDescription
Client logoDisplays the client logo. Digital Messaging Manager provides an option to upload a logo and an option to toggle the logo on and off. The maximum size of the image should be 500KB. The system supports the following image types: JPG, JPEG, and PNG.
Conversation initiatorWhen the customer clicks the Web Messaging icon on the web page to start a conversation with a bot or a CSR, the system displays a welcome message. The CSR admin can configure any customized welcome message in the Digital Messaging Manager.
MinimizeMinimizes the Web Messaging widget.
End sessionOnce the customer ends the chat session, the conversation will no longer be available. Ending the interaction ends the interaction for both the CSR and the chatbot.
Download transcriptThe customer can download the transcript of the conversation with the bot and the CSR. When the customer clicks the Menu option, and clicks Download transcript, the system displays the message User has requested a copy of the chat transcript. The Download transcript option appears in the menu only after the customer initiates the conversation by sending the first message.
Continue in another appTakes the customer to the channel switching menu, from where the customer can switch the conversation to the following digital channels:
  • Facebook Messenger
  • SMS
  • WhatsApp
  • Apple Business Chat (ABC)
Emoji pickerThe customer can pick and send the emojis available in the list.
Send attachmentsThe customer can send and receive attachments such as images, videos, audio files, documents, and other files (including .exe and .zip). The CSR admin can use App Studio to configure the attachment types and file sizes that the customer can send and receive. For more information, see Messaging attachments.
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