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Setting up the IVA for Twitter

Updated on March 23, 2022

Ensure that users communicate with your Pega Intelligent Virtual Assistant™ (IVA) by using direct messages on Twitter. As a result, you provide a convenient, everyday way in your application for users to access your business services to obtain assistance or solve an issue.

For example, for a car fee dispute application that a car rental service uses, customers can send messages to your chatbot by using Twitter to question an automatic cancellation fee that is generated by their recent vehicle driver.
Before you begin: You access Digital Messaging Manager in the Digital Messaging channel to configure individual messaging accounts in one place for your application.

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

Note: After you update Pega Platform or Pega Customer Service, to use the latest Digital Messaging Manager features, save your existing Digital Messaging channel.
  1. In the navigation pane of App Studio, click Channels.
  2. In the Current channel interfaces section, click the icon that represents your existing Digital Messaging channel.
  3. In the Digital Messaging channel, click the Connection tab.
  4. Click Manage connections.
  5. In the Digital Messaging Manager window, click Add Connection, and then click the Twitter icon.
  6. On the new page, if required, enter your Twitter account credentials, and then click Authorize app.
    This action ensures that you give permission to your Twitter account to send and receive messages on behalf of the IVA channel for Digital Messaging.
    Result: The window displays information that the Twitter account was successfully registered.
  7. Optional: To display all of your configured accounts for messaging platforms in the Digital Messaging Manager window, click Home.
  8. Close the browser window, and then in the Digital Messaging channel, click Save.

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