To support using Pega Intelligent Virtual Assistant™ (IVA) chat on various messaging
platforms, configure the security settings for your Unified Messaging
channel. When you define the security settings for the applications, you can access
Digital Messaging Manager for your channels in each supported production level, for
example, development, staging, or production.
You can then set up the
supported messaging connections, for example, Twilio WhatsApp for your applications.
Before you begin:
- Verify that your application meets the requirements to access Digital Messaging Manager. The following are the minimum Pega Customer Service
and Pega Platform versions required:
- Pega Customer Service version 8.4.4 with Pega Platform version 8.4.5.
- Pega Customer Service version 8.5.2 with Pega Platform version 8.5.4.
- Pega Customer Service version 8.6 with Pega Platform version 8.6.
- Define a publicly accessible secured URL for the environment, or configure the
system to allow communication with Digital Messaging Service. If your Pega Platform is installed on premises or has internal access
only, perform additional configuration for your environment so that your system
can communicate with Digital Messaging Service. For more information, see Configuring on-premises or internal access only environments for Digital Messaging access.
- If you do not have Unified Messaging
Manager ID and Manager Key
credentials, contact your organization’s Pega
account team to have them provisioned for each of your applications and
environments in which you will enable the service.
- Ensure that you request a separate set of credentials for each environment and
each application in which you will enable Unified Messaging.
What to do next: Set up a Unified Messaging channel for messaging platforms, for
example, WhatsApp, by adding messaging accounts in Digital Messaging Manager. For more
information, see Creating a Unified Messaging channel.
Note: Messaging accounts that you set up for your channel cannot be duplicated
within the same application or across other applications. If you reuse a messaging
account, the system displays the already connected
error in Digital Messaging Manager. For example, as best practice, when moving your
application from a staging to a development environment and you wish to re-use a
test account for example, Twilio WhatsApp, ensure that you first delete the
messaging account connection in the Digital Messaging Manager for your staging
environment, before you attempt to connect the same messaging account to a
- Switch to Dev Studio.
- In the header of Dev Studio, click the name of the application, and then click
- In the application rule, click the Integration &
- In the Unified Messaging security section, in the
Manager ID field, enter the identifier for Digital Messaging Manager.
- In the Manager Key field, enter the key for Digital Messaging Manager.
- Click Save.
- Switch back to App Studio.