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Channel switching

The Channel switching feature lets you add pre-configured messaging channels, such as Facebook, WhatsApp, Apple Business Chat, and SMS, so that the customer can transfer the interaction to those channels from Web Messaging during the live conversation. When you add messaging channels under the Conversation transfer section of the Channel switching tab in Digital Messaging Manager, these channels appear in the Channel switching menu in the live Web Messaging widget. The customer can start interacting in the Web Messaging widget but later choose to switch the interaction to any configured messaging channels without losing the interaction.

The czSwitchDestination property used in czSetConversationData data transform holds the destination value of digital channels (Facebook, WhatsApp, Apple Business Chat, and SMS) to which the Web Messaging widget can switch. Optimize this property for the implementation classes: PegaCA-Work, PegaCA-Work-Interaction, and PegaCA-Work-Interaction-Social.

Enable channel switching so that...

You can see Channel switching tab and its options in the following figure:

Multiple channels for Channel switching menu
Multiple channels for the Channel switching menu

  1. In the Digital Messaging Manager, on the Channel switching tab (1), place the channel switching controls in the web messaging widget:

    1. In the Channel switching control placement section (2), select either of the following options:

      Channel switching controls placement

      Options Description
      Top-right menu Displays the channels that you configure in the top-right menu of the web messaging widget.
      Visible in header Displays the channels that you configure as icons in the header of the web messaging widget.
  2. To add a pre-configured channel, in the Conversation transfer section (3), click Add channel (4).

  3. In the Add channel dialog box, perform the following steps:

    1. From the Channel list, select the required channel.

    2. In the Connection section, select the required pre-configured channel connection, and then click Submit.

      In the Conversation transfer section, the system displays the added channel(s)/connection(s) (5).
  4. Optional:

    To delete a connection, click the delete icon (6) next to the connection.

    After you enable channel switching, the channel switching menu appears in the Web Messaging widget:
    Channel switching controls placement
    Displaying the channel switching controls placement in Web
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