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Template operator for IVA channel

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Each conversational channel (Alexa, Unified Messaging, or Web Chatbot) user that interacts with a Pega Platform application is mapped to a separate operator and a user account. This unique account is created automatically when a user interacts with Pega Intelligent Virtual Assistant (IVA) for the first time. The account is used in all subsequent interactions with the configured IVA channel.

Each operator that you define in the system, including a template operator, uses a language locale specified in the Localization section. Because each conversational channel uses a template operator, the chatbot works in the language that you specify in the operator locale setting.

The value selected in the Template operator ID list in the channel configuration specifies the name of an existing Pega Platform operator and is used as a template from which all accounts are created. Each account has a unique Alexa, Unified Messaging, or Web Chatbot channel identifier set as its ID. You need to distinguish these types of accounts in Pega Platform so that for each Alexa, Unified Messaging, or Web Chatbot channel instance, the account is unique. To do so, set the full name a template operator account to, for example, Web Chatbot Operator and add it to the designated operator group.

  • Setting up an Alexa channel

    Create Pega Intelligent Virtual Assistant (IVA) for Alexa so that users can interact with a Pega Platform application to ask questions, report an issue, or step through a process by using voice commands. For example, with an IVA for Alexa, users can create a case to inquire about a car price estimate or to book a flight.

  • Setting up a Web Chatbot channel

    To create Pega Intelligent Virtual Assistant (IVA) for Web Chatbot, you must configure a Web Chatbot channel. Through an IVA for Web Chatbot users can send text messages in the chat window of a web page to interact with a Pega Platform application, for example, to create a case to inquire about a car estimate or to book a flight.

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