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Client Channel API

Updated on November 3, 2022

The Client Channel API provides you with a standardized method to exchange messages between several types of third-party client channels, for example, Teams, Webex, or Slack, and Digital Messaging Service.

The process of sending and receiving messages as JSON payload requests using the Client Channel API consists of four stages:

The Client Channel API interaction stages
The four stages when sending and receiving messages using the Client Channel API.
  1. Your client channel sends messages to the integration layer that you configure in premises (back-end), using the communication method that is specific to the type of client channel.
  2. In your integration layer, transform the received client channel payload into the format that is required by the Client Channel API. Then, pass the message to the endpoint for the Digital Messaging Service.

    This endpoint is the Digital Messaging Webhook URL that the system specifies in your Digital Messaging Manager and Client Channel API settings, for example:

    The Digital Messaging Service then forwards the message to your Pega Platform application.

  3. Your Pega Platform application returns a response to the Digital Messaging Service which then forwards the response to the endpoint that you specify for your integration layer in your Digital Messaging Manager Client Channel API settings, for example: You must configure the webhook URL so that the URL is publicly accessible (off VPN) to enable communication with Digital Messaging Service. If your integration layer is behind a firewall or otherwise limits access to internal-only users and components, you must set up the webhook URL so that the URL is reachable publicly.
  4. Your integration layer transforms the received Digital Messaging Service payload into the required format by your client channel, and then passes the message to the client channel endpoint.
Note: To learn about the supported format of the JSON payloads for the Client Channel API, see Client Channel API payload requirements.

Supported message types

The system supports the following features during communication from a third-party client channel to Digital Messaging Service:

  • Text messages
  • Typing indicators
  • Attachments
  • Postbacks (HTTP POST to the same place)
  • End session event (customer ended the conversation)
  • Context data
The system supports the following features while communicating from Digital Messaging Service to a third-party client channel:
  • Text messages
  • Typing indicators
  • Attachments
  • List pickers
  • Links or buttons
  • Carousels
  • End session event (CSR or chatbot ended the conversation)

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