View source for Seamless experience across Digital Messaging Channels

== Same case access using multiple channels==
Once Pega Platform initiates a case, the system supports the case to get completed that is built into by using the same channel, and also supports the escalation to a customer service representative (CSR) when you use this feature in conjunction with a Customer Service application. There might be a case when a customer starts a conversation from one channel and then abandons the chat session midway. For example, consider a situation in which a customer wants to update information about their address. The customer can initiate the request to update their address using direct messages on Twitter. The channel rule detects the intent and starts the Address Change case. Based on the question shapes configured in the conversational flow, the chatbot responds by asking questions related to the new address, for example, ask about the effective date from which the new address is relevant. To learn how to configure a conversational flow in the system, see [https://community.pega.com/video-library/creating-conversational-flow-express Conversational flow]. 

It is possible that the customer leaves the conversation flow midway and then later wants to resume the same conversation from another social messaging platform, for example, by using Facebook Messenger. This capability is not built into the system. When the customer initiates a conversation from the second social messaging channel and the chatbot identifies the intent, the system treats this interaction as a new case and starts a new Address Change case. The chatbot proceeds by asking the same questions about the new address and effective date, which means that the customer has to repeat their answers that were already provided by using the first channel. This article provides a design pattern to seamlessly address this use case, so that the customer does not need to enter the same details again and gets an experience as though they are resuming the conversation that they abandoned in the first channel.

For more information about the capabilities that are included in the system, see [https://community.pega.com/knowledgebase/articles/pega-customer-service-implementation-guide/84/supported-chat-and-messaging-features-channel Supported chat and messaging features by channel]

Pega Platform 8.6 also includes a new feature called a channel hopper that allows the customer to transfer their current chat session from the Web Messaging chat window to any of the Digital Messaging channels, for example, Facebook Messenger or Twitter. To use this feature, the customer initiates the transfer from the Web Messaging widget. The customer then has a limited amount of time to complete the transfer from the other channel. For more information about this feature, see Pega Community.