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Adding Web Chatbot cases

The Web Chatbot is a standalone widget that can be deployed on your website. This widget interacts with customers by using a text interface. The Web Chatbot can be used to help customers find information, send automated responses to their queries, and to create a case for escalations. You can add cases for the Web Chatbot so that users, by entering a specific command in the Chat window, open a case for the application. You can select any case that is defined for the Pega Customer Service application.

  1. In Designer Studio, click the name of your application and then click Channels and Interfaces.
  2. Click a Web Chatbot channel interface.
  3. Click the Configuration tab.
  4. To add a new case, click Add case type.
  5. In the Name/Command field, enter or modify a user command for the case to be created.
  6. In the Create case list, click the name of the case to create when the user enters the command.
  7. Click Submit.
  8. Click Save.
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