New year, new goals, and now, new ways to crush them!
If your resolution is to make your customer experiences more personalized, scaled, and creative, you're in luck. February’s updates to Pega Customer Engagement Blueprint™ are here to help you start strong.
Customer Engagement Blueprint just got a lot smarter and easier. You can now upload supporting documents during the creation process to guide artifact generation and improve outcomes.
From a chat agent that feels like a strategy coach to AI-driven image editing, these enhancements are designed to make planning less painful and a lot more powerful.
Blueprint Chat Agent: Your real-time sidekick:
You probably knew this was coming, but a conversational agent has been added to Customer Engagement Blueprint™. While agents have been working behind the scenes to create and optimize each Blueprint, this new Blueprint Agent isn't just another chatbot; it's your coach/buddy/intern/advisor/consultant (and much more!) for crafting customer experiences that actually make sense (and dollars).
You can still create your Blueprint with manual, human-led inputs, or you can choose to engage directly with this agent to get started, make updates, or ask for recommendations.
This conversational wizard guides you through every step of building and refining your Blueprint:
- Need to define offerings? Done.
- Want to draft dozens of customer journeys, actions, and treatments? Easy.
- Can you upload branded assets or briefs to generate tone and style? Consider it handled.
The agent peppers in curated helper questions so you're never stuck wondering, "What's next?" Think of it as the friend who always knows the best route, minus the passive-aggressive "recalculating" voice.
Plus, you can manage multiple conversations with New Chat and Switch Chat options.
Conversational image editing for treatments
Creating and optimizing the hundreds or thousands of treatments needed for personalization is incredibly difficult, requiring hours upon hours of brand or creative team planning, designing, iteration, budgeting, and more.
In this release, you now have expanded image editing options for any treatment that includes an image. Whether you upload or link to your own images, or use Blueprint's generative AI or prompt-based agent, all these approaches can be used to refine and refine (and refine again!) your visuals or to outright request different ones.
With AI-powered conversational image editing, you tell the system what you want, such as "brighten this," "make it look futuristic," or "add a soft shadow," and watch the magic happen. The regenerated image can be applied instantly or downloaded for reuse.
Brand styling is enforced by default (because consistency matters), but if you're feeling rebellious, you can override it. It's like having a design team in your chat window with less review sessions.
Engagement policies now included
Another addition you were probably anticipating…you can now generate, edit, and manage engagement policies (Eligibility, Applicability, and Suitability) at multiple levels during Customer Engagement Blueprint creation.
When creating or editing an experience, the system will propose engagement policies based on your input and context. A dedicated View Engagement Policy section shows policies that apply to the experience. From here, you can edit or modify existing conditions, or add new ones.
You can also use the Blueprint Agent to guide you through creating policies that align with your brand tone, compliance requirements, and customer experience goals. It even suggests best practices so your policies aren't just functional—they're strategic.
You can define who gets what, when, and why, all in one place. Whether it's eligibility rules, suppression logic, or prioritization guidelines, the Blueprint makes policy management intuitive and collaborative. Translation: fewer governance nightmares, more confident decisioning.
How To Get Started?
Marketing and customer experiences aren't static, and neither is your strategy. These New Year updates are designed to make planning faster, more creative, and downright enjoyable. So go ahead:
- Build your own Customer Engagement Blueprint today.
- Learn more about the new enhancements in our release notes.
- Register for PegaWorld 2026 to learn from the best in the business.
And if you've got questions or want to share how you're using these new capabilities, connect with us right here on Pega Community.
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