Contributed by Mireille Dallaire and Mariusz Grabowski
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.
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.
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.
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
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.
Release Note - Chat and messaging improvements
Migrating from Legacy Webchat to Web Messaging (Pega Customer Service)
Chat and messaging
Setting up the Web Messaging channel
Supported messaging features by channel
Web Messaging widget