Viewing channel interactions

You can view all past user interactions for channels like Facebook, SMS, or Email, directly from the Application Explorer. For example, an administrator or manager can access a channel interaction case and pass it to someone who can help resolve the problem clearly described by the user in the interaction case conversation.

Note: You must purchase a separate license before using Pega Intelligent Virtual Assistant in your application.
  1. In the navigation panel, click App to open the Application Explorer.
  2. On the Classes tab, in the search field, enter: Work-Channel-Interaction-<CHANNEL-TYPE>. For example, to view interaction cases for the Facebook channel, enter: Work-Channel-Interaction-Facebook.
  3. From the session list, click the ID of an interaction case. The chat details for a selected conversation session are displayed on the page.