Creating a conversational channel

Provide users with a channel for communicating with Pega Intelligent Virtual Assistant (IVA) and, indirectly, with the application through a simple question and answer form. For example, users can open a case to report a problem or display a menu of options through a conversation. From the channel interface dashboard, you can build conversational interfaces for IVAs to carry out actions.

The system provides several integration components to communicate with a Pega Platform application by using Amazon Alexa, Facebook Messenger, and an embedded web chat window. You create a separate channel for each IVA that you plan to add to your application. In addition, you can create a custom conversational channel and create a system chat server.

Procedure
  • If you want users to communicate with an application through Amazon Alexa, create an IVA for Alexa.
    For more information, see Creating an Alexa channel.
  • If you want users to communicate with an application through different social messaging channels such as Apple Business Chat, Facebook Messenger, MMS (Twilio), SMS (Twilio), and Twitter, create an IVA for the Unified Messaging platform.
    For more information, see Creating a Unified Messaging channel.
  • If you want users to communicate with an application through an embedded web chat window, create an IVA for Web Chatbot.
    For more information, see Creating a Web Chatbot channel.
What to do next: For each IVA that you create, define the conversational channel behavior. For more information, see Defining conversational channel behavior.