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Creating a Unified Messaging channel

Updated on June 2, 2023

Expose your essential business services to users through a chatbot on multiple messaging platforms by defining a single Pega Intelligent Virtual Assistant™ (IVA) for Unified Messaging. As a result, you provide users with additional ways to communicate with your application, which improves the overall user experience.

For example, you can create an IVA for a travel agency application. As a result, customers can instantly book their flight by interacting with your chatbot on Apple Messages for Business, Facebook Messenger, WhatsApp, and other messaging platforms.
Note: Due to changes by Twitter in the API and the licensing model, direct integration with Twitter is no longer supported in the Unified Messaging channel interface.
Before you begin: Configure Unified Messaging channel security settings. For more information, see Configuring Unified Messaging channel security.
Note: If you are importing your application including the Unified Messaging channel from another environment, follow the steps described in the section entitled After channel import the system displays a warning message stating that the messaging channels are already registered in Troubleshooting the Unified Messaging channel.

You can define custom IVA responses to fit the business needs of your organization and to extract the intent of users with natural language processing (NLP), decisioning, and text analytic capabilities. In the preview console, you can test whether the configured Unified Messaging channel works correctly before moving the channel to a production environment.

A chatbot works in one language because the conversational channel uses a template operator that is defined for a single locale. For more information, see Template operator for IVA channel.

Note: After you update Pega Platform or Pega Customer Service, to use the latest Digital Messaging Manager features, save your existing Unified Messaging channel.
  1. Create a new channel interface in Pega Platform:
    1. In the navigation pane of App Studio, click Channels.
    2. In the Create new channel interface section, click Unified Messaging.
    3. In the Details section, in the Channel interface name field, enter a name for your channel.
    4. Optional: To describe the purpose of the channel, in the Description field, enter a short description of your IVA.
    5. In the channel, click the Connection tab.
    6. In the Template operator ID list, click the name of an existing Pega Platform operator to use as a template.
      The system uses this operator as a template to create all further accounts. Each account has a unique channel identifier set as its ID. The selected operator must at the minimum have the PegaRULES:User4 access role, taking into consideration the application settings, for example, providing access to the application's cases. For more information, see Template operator for IVA channel.
    7. Click Save.
  2. Configure a Unified Messaging channel for a social messaging platform:
    1. To enable users to chat in Business Chat, configure the channel for Apple Messages for Business.
    2. To enable users to chat in Facebook Messenger, configure the channel for Facebook.
    3. To enable users to chat with SMS or MMS, configure the channel for SMS/MMS (Twilio).
      For more information, see Setting up the IVA for SMS/MMS (Twilio).
    4. To enable users to chat in WhatsApp Messenger, configure the channel for WhatsApp.
      For more information, see Setting up the IVA for WhatsApp.
    You configure specific settings for a social messaging platform on the Connection tab using Digital Messaging Manager that is displayed on a separate page.
For example:

The following figure shows the available connections for a Unified Messaging channel:

List of connections in Digital Messaging Manager
The available connections in Digital Messaging Manager.

The following video describes how to create best-in-class user experiences by unifying multiple messaging platforms into a single desktop with the Unified Messaging channel:

What to do next: Define conversational channel behavior for the IVA, for Unified Messaging. For more information, see Defining conversational channel behavior.
  • Previous topic Implementing an Intelligent Virtual Assistant for a conversational channel
  • Next topic Setting up the IVA for Apple Messages for Business

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