Skip to main content

   This documentation is for previous versions. Go here for the newest release documentation.

Conversational Channels

Suggest edit Updated on May 3, 2021
"whats new in platform"

Pega Intelligent Virtual Assistant™ (IVA) and Pega Email Bot™ are conversational channels through which users interact with a Pega Platform™ application in multiple ways. This release provides several improvements to IVAs and Email Bots that reduce time, improve efficiency, and make the system more robust and responsive to users. For example, by creating a Digital Messaging channel, users can chat with your application across multiple social messaging platforms, for example, Apple Business Chat, Facebook Messenger, Twitter, and WhatsApp. In addition, you can use new smart shapes to simplify building conversational flows for your chatbot.

A conversation flow designed using the conversation smart shapes
A conversation flow designed using the conversation smart shapes

Conversation Channels includes the following enhancements:

Look for our 8.5 videos? Visit the video library to see the previous versions.

Visit to learn more about Pega Infinity™.

Visit What's New in Pega Platform to discover all the exciting new features in this release.

Did you find this content helpful? YesNo

100% found this useful

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Ready to crush complexity?

Experience the benefits of Pega Community when you log in.

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us