Contributed by Mireille Dallaire and Mariusz Grabowski

Prerequisite information

Legacy Webchat (formerly known as Pega Chat) is deprecated in Pega Platform™ 8.6 and not supported from Pega Platform 8.7 onward. Webchat functionality is available using Web Messaging (website-embedded chat) as part of Digital Messaging, starting with Pega Platform 8.4. For help migrating from Legacy Webchat to Web Messaging and for more about Digital Messaging, see the Related content.

Symptoms

 When you migrate your Legacy Webchat to Digital Messaging - Web Messaging and your case type’s flow consists of sections that have been rendered as a form in Legacy Webchat, you discover that such a form is not rendered in Digital Messaging - Web Messaging. Specifically, in case types, you cannot use the Collect Information step type or flow actions with defined sections. (For more context, see Sections.)   

Application users still can create cases during the chat bot interaction. In this context, case types are simply service requests that users can initiate using the command or menu options in the chat.

Explanation

Known limitation in the Pegasystems product

Native Form Support in Web Messaging is currently limited and is being enhanced for delivery in a future product release.

Environments

The problem was reported in the following environments:

• Pega Customer Service™ 8.7.1 in Pega Cloud® services 2.23
• Pega Customer Service 8.8.1 in Pega Cloud services 2.24.4

Solution

Watch the Pega Customer Service Release Notes and Pega Customer Service and Pega Call Patch Release Notes for the future release in which support for Forms in Digital Messaging-Web Messaging is delivered.

In the interim, refer to the Pega Academy video on Configuring a chatbot with web messaging.

Related content

Pega Academy

Configuring a chatbot with web messaging

Pega Documentation

Release Note - Chat and messaging improvements
Legacy Webchat
Migrating from Legacy Webchat to Web Messaging (Pega Customer Service)
Digital Messaging
Chat and messaging
Setting up the Web Messaging channel
Supported messaging features by channel
Web Messaging widget

Pega Support Center

Digital Messaging menu persists after item is selected [SDR-251]