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Configuring Digital Messaging channel security

Updated on August 28, 2023

To support using Pega Intelligent Virtual Assistant™ (IVA) chat on various messaging platforms, configure the security settings for your Digital 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, Web Messaging and 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 Digital 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 Digital Messaging.
  1. Switch to Dev Studio.
  2. In the header of Dev Studio, click the name of the application, and then click Definition.
  3. In the application rule, click the Security tab.
  4. In the Digital Messaging security section, in the Manager ID field, enter the identifier for Digital Messaging Manager.
  5. In the Manager Key field, enter the key for Digital Messaging Manager.
  6. In the Authentication method section, click API Key or JWT.
    You will receive the configured authentication method for your system with your identifiers when Pega provisions Digital Messaging Service Manager ID and Manager Key credentials for your environment.
  7. Click Save.
  8. Switch back to App Studio.
What to do next: Set up a Digital Messaging channel for messaging platforms, for example, Web Messaging by adding messaging accounts in Digital Messaging Manager. For more information, see Creating a Digital 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 development environment. Other connection types, for example, Web Messaging, cannot be re-connected on a different channel, application or environment, and must be created as a new connection.
  • Previous topic Best practices when using an IVA for WhatsApp
  • Next topic Configuring on-premises or internal access only environments for Digital Messaging access

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