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Digital Messaging Service overview

Updated on June 1, 2023

Digital Messaging Service is a component hosted on Pega Cloud services that provides secure and encrypted communication between your Pega Platform application and customers chatting in the Pega Intelligent Virtual Assistant™ (IVA), for example, the Web Messaging, or WhatsApp connection for your Digital Messaging channel.

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.

The following figure shows the data flow for Digital Messaging Service between the customer's Digital Messaging channel connections and your Pega Platform or Pega Customer Service application:

Digital Messaging Service data flow
The data flow between a customer, Digital Messaging Service, and your application.

The data flow when communicating through Digital Messaging Service consists of the following stages:

  1. A customer sends a message to the chatbot or CSR using one of the supported Digital Messaging channel connections, for example, Web Messaging.
  2. Digital Messaging Service transforms the incoming message into a Pega format and then sends it to your Pega Platform or Pega Customer Service application.
  3. The system sends a reply from the chatbot or CSR back to Digital Messaging Service, which transforms the outgoing message from the Pega format into the correct format for the Digital Messaging channel connection, for example, Web Messaging.
  4. Digital Messaging Service forwards the message to the customer's Digital Messaging channel connection, for example, Web Messaging.

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