WebChat channel configuration

To provide a meaningful user experience for a conversational WebChat chatbot, you can configure its behavior to fit the needs of your organization. You can configure the predefined system responses, a list of text analyzer definitions, and the interaction time-out for a WebChat chatbot that is used as a Pega Intelligent Virtual Assistant.

Note: You must purchase a separate license before using Pega Intelligent Virtual Assistant for WebChat in your application.

System responses

You can customize system responses for standard events that happen during an interaction between a user and the chatbot application. You can define additional custom responses when configuring the content for the chatbot.

  • Welcome - Displays a welcome message to the user of the chatbot on their first interaction with the channel.
  • No match - Displays a warning that no matching command was found based on the user input.
  • Multiple matches - Displays a stating that multiple commands matched the user input.
  • Internal error - Displays a message that a system error occurred for the chatbot.
  • Authentication - Displays a message prompting a user to authenticate.
  • Authentication-Success - Displays a success message immediately after a user has successfully authenticated.
  • Authentication-Fail - Displays a failure message immediately after a user has failed to authenticate.

Text analyzer

A WebChat chatbot analyzes user input to determine a response by using one or more text analyzer definitions:

  • Exact match - The default text analyzer that matches user input to a response exactly.
  • Pega NLP generated - A simplified version of the Pega NLP text analyzer. You can quickly edit or create categories, and expected exact and approximate responses by using the natural language processing (NLP) capability.
  • Pega NLP - An advanced feature that uses the best approximate match by using advanced natural language processing (NLP) and artificial intelligence. You must specify a text analyzer rule for this definition type indicating sentiment, classification, category, and entity extraction analysis.

You can specify several text analyzer definitions. They are used together to provide the best responses. The text input from the user is analyzed by the first text analyzer definition in the list, and if no match is found, the second text analyzer definition in the list, and so on, until a response is found.


You can enable interaction time-out and define the number of minutes of inactivity after which the WebChat chatbot times out of the user session. You can also enable authentication time-out and define the number of minutes after which the WebChat chatbot times out from the time the user has successfully authenticated.