Template operator for IVA channel
Each conversational channel (Alexa, Digital Messaging, or Legacy Webchat) 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, Digital Messaging, or Legacy Webchat channel identifier set as its ID. You need to distinguish these types of accounts in Pega Platform so that for each Alexa, Digital Messaging, or Legacy Webchat channel instance, the account is unique. To do so, set the full name a template operator account to, for example, Legacy Webchat Operator and add it to the designated operator group.