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Table of Contents

Creating the Web Chatbot channel

You can create a Web Chatbot channel in your self-service application. For more information about creating a Web Chatbot channel, see Configuring the Web Chatbot channel.

  1. Log in to the Self-Service application with your administrator credentials.

  2. In the header of Dev Studio, click the name of the application, and then click Channels and interfaces.

  3. In the Create new channel interface section, click Web Chatbot.

  4. In the Channel interface name field, enter a name for your Web Chatbot channel interface.

  5. Optional:

    In the Description field, describe the purpose your Web Chatbot channel interface.

  6. To add cases for the Web Chatbot that help your customer to open and access a case by entering a specific command, click Add case type.

    1. In the Case type list, click the name of the case to create when the user enters the command.

    2. In the Create case command field, enter or modify a user command for the case to be created.

    3. Click Submit.

  7. To add custom responses for the Web Chatbot so that users, by entering a specific command in the chat window, can perform an action such as viewing available menu options, click Add response.

    1. In the Response type list, click the name of the response to provide when a user enters a command.

    2. In the Response command field, enter or modify the user command that the response will provide.

    3. Optional:

      In the Response text field, enter the response text to display to the user. You can select a predefined response by clicking Use existing.

    4. Click Submit.

  8. Configure chatbot system responses. For more information, see Configuring system responses for the Web Chatbot channel.

  9. Configure chatbot text analyzers. For more information, see Configuring text analyzer definitions for the Web Chatbot channel.

  10. Click the Connection tab.

  11. In the Template operator ID list, click the name of an existing self-service operator to use as the template.

    The value selected in the Template operator ID list specifies the name of an existing operator and is used as a template from which all accounts are created. Each account has a unique web chatbot identifier set as its ID.

  12. Click Save.

    For information about the default Web Chatbot operators and access groups in Pega Customer Service, see Web Chatbot operators and access groups.

After creating and configuring the behavior of a Web Chatbot channel, you can add Web Chatbot widgets or Self-Service configurations to the Web Chatbot channel. For more information about how to add the configuration, see Adding Self-Service Configuration to the Web Chatbot channel.

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