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Unified Messaging channel overview

Updated on June 1, 2023

You create and build a single Unified Messaging channel to ensure that users can interact with your application through multiple social messaging platforms as Pega Intelligent Virtual Assistant™ (IVA). The Unified Messaging channel is quick to create and configure, giving the user a completely new experience. In addition, the Unified Messaging channel makes maintenance of the conversational capability of an IVA much easier.

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.

Supported messaging platforms

By defining Pega Platform settings in Digital Messaging Manager, you can create a Unified Messaging channel for the following messaging platforms:

Apple Messages for Business Apple Messages for Business
Send text messages in the Apple Messages for Business app to connect with organizations and ask questions, schedule appointments, and make purchases.
Facebook Messenger Facebook Messenger
Send text messages in the Facebook Messenger app.
SMS/MMS (Twilio) SMS/MMS (Twilio)
Send text messages (SMS) or Multimedia Messaging Service (MMS) messages using the Twilio communications platform.
WhatsApp logo WhatsApp
Send text messages in the WhatsApp Messenger app.

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:

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