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Digital Messaging channel overview

Updated on June 1, 2023

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

Supported messaging platforms

By defining Pega Platform settings in Digital Messaging Manager, you can create a Digital 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. You can also send and receive attachments and emojis.
Facebook Facebook
Send public posts and private text messages in the Facebook Messenger app. You can also send and receive attachments and emojis
SMS/MMS (Twilio) SMS/MMS (Twilio)
Send short message service (SMS) text messages or Multimedia Messaging Service (MMS) messages using the Twilio communications platform. You can also send and receive attachments and emojis.
Web Messaging logo Web Messaging
Send text messages in an embedded widget on a webpage for a synchronous chat experience.
WhatsApp logo WhatsApp
Send text messages in the WhatsApp Messenger app. You can also send and receive attachments and emojis.

For relevant training materials, see the Digital Messaging channels module on Pega Academy.

Note: Digital Messaging Service is a component hosted on Pega Cloud services for Pega Platform that enables encrypted and secure interaction between a customer's Digital Messaging connections listed above and your application. For more information, see Digital Messaging Service overview.

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