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Setting up the IVA for Web Messaging

Enable users to interact with Pega Intelligent Virtual Assistant™ (IVA) from a chat window that you embed in a web page. As a result, you give users another method to interact with your application and help to more efficiently address reported issues.

For example, when customers use an embedded chat window of a website to report a missing part for their purchased mobile phone, your chatbot can respond by asking for more details about the issue and automatically starting a service request case in the application. If you define multiple messaging accounts for your Digital Messaging channel, you can also give users an option to switch from the chat window to another messaging platform, such as Facebook Messenger or WhatsApp, for your application.

You access the Digital Messaging Manager in the Digital Messaging channel to configure individual messaging accounts from one place for your application.

To learn about accessing website data, for example, tags and cookies for your chatbot, see Accessing website data when using Pega Intelligent Virtual Assistant (IVA) for Web Messaging.
  1. In the navigation pane of App Studio, click Channels.

  2. In the Current channel interfaces section, click the icon that represents your existing Digital Messaging channel.

  3. In the Digital Messaging channel, click the Connection tab.

  4. Click Manage connections.

  5. In the Digital Messaging Manager window, click Add Connection, and then click the Web Messaging icon.

  6. On the General tab, in the Name field, enter a name for the Web Messaging account.

  7. In the Appearance section, in the Chat heading field, enter a heading that the system displays in the Web Messaging widget.

  8. Click the color box, and then select a color theme to display in the chat window.

  9. In the Display message field, enter an initial message to display to the user in the Web Messaging widget.

  10. Click Save.

    The following figure shows sample configuration settings for Web Messaging:

    The configuration settings for Web Messaging
    The configuration settings on the Digital Messaging Manager page for Web Messaging.
    The system displays information that the new Web Messaging account was successfully registered.
  11. Configure sound notifications when messages arrive in the chat window:

    1. In the Sound notifications section, in the Choose when to play list, select Don't Play Sound Notifications, Play On Every Message, or Play Only When Not Visible.

    2. If you selected to play a sound for every message or only when the chat window is not visible, in the Select sound list, select one of the predefined sounds.

    3. Optional:

      To hear the audio of the selected predefined sound, click the Play icon.

  12. Optional:

    To display a company logo to in the Web Messaging widget, in the Company logo section, select Display company logo, click Upload, and then select an image to upload.

  13. Optional:

    To configure a list of additional channels that users can switch to from the Web Messaging widget:

    1. Click the Channel switching tab.

    2. In the Channel switching control placement section, click Top right menu or Visible in header to configure where the system displays the option to switch channels.

    3. Click Add channel, in the Add channel window, in the Channel list, select a channel.

      Select Facebook.
    4. In the Connections section, click the name of your configured channel account, and then click Submit.

    5. Add more channels by repeating steps 13.c through 13.d.

  14. Optional:

    To configure the chat context data to display to customer service representatives (CSRs) when they interact with users:

    1. Click the Context data tab.

    2. In the General information section, select the context data to capture during interaction with a user.

      To capture a user's IP address, browser, and device type, select IP address and Browser/device.
    3. Click Save.

    4. In the Tags section, in the Display Name field and the Tag field, define tags to add to your website, and then click Add.

      Use tags to capture custom context data during an interaction with a user so that the system passes this information to a CSR. Custom tags require additional implementation on your website.
    5. Optional:

      To add more tags, repeat step 14.d.

  15. Optional:

    To configure security options for the Web Messaging widget:

    1. Click the Security tab.

    2. In the Allowed domains section, in the New domain field, enter a domain in which the system can display the Web Messaging widget, and then click Add.

      If you do not specify any domains, the widget renders on any website.
    3. Optional:

      To add more domains to the list, repeat step 15.b.

    4. In the Allowed cookies section, in the New cookie field, enter a cookie name that the system allows to pass information between your website and your application.

    5. Optional:

      To add more cookies to the list, repeat step 15.d.

    6. Optional:

      To sign requests while exchanging private data, in the JWT Secret section, click Show JWT Secret, and then copy the displayed identification code to the clipboard or a file.

      You can then use the identification code to authorize requests when you exchange private data.
  16. Click the Installation tab, and copy to clipboard or a text file the displayed script code for your Web Messaging widget.

To display the Web Messaging widget to users, add the script tag you that saved in step 16 to a page on your website, for example, above the </body> tag.
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