Digital Messaging data model
Digital Messaging Service stores various primary record types, including sensitive client or customer data, as specified below, to support robust security and seamless integration. The system supports two main categories of data: ephemeral and operational.
The ephemeral and operational data consists of standard type, for example, system and context details, as well as sensitive type, that pertains to specific customer or client information and messages.Ephemeral data
Ephemeral data is either held temporarily or passed through Digital Messaging Service without being stored. Although not stored within Digital Messaging Service, both Pega Platform and Pega Customer Service applications retain this data.
Digital Messaging Service collects three categories of contextual information during customer chat sessions: chat context data, cookie data, and customer private data. The system can temporarily store and manage the data, as needed.
Digital Messaging Service supports the following ephemeral data record types:
| Record type | Description | Type |
| Chat context data | Chat context data includes publicly available information about the chat session, for example, IP addresses, device details (hardware and web browser), and location based on the IP address. Clients can receive this data, temporarily store it, and transmit it to the Pega Platform or Pega Customer Service application alongside customer chat messages. The system retains this context data for the duration of the chat session before deleting it. | standard |
| Chat cookie data | Clients can store various data types related to their users' browsing sessions using cookies. They can set up the chat cookie data to collect this public information from selected browser cookies. The system temporarily stores this cookie data and then transfers the data to the Pega Platform or Pega Customer Service application, along with the customer chat messages. After the chat session ends, the system removes the cookie data. | standard |
| Chat customer private data | Clients can choose to gather supplementary contextual information
from chat interactions with their customers. This extra data, which
remains hidden from customers on the client's webpage, is known as
private data. Clients can employ the Customer Private Data API function to securely transmit additional customer details (for example, authentication status and user ID) to their Pega Platform or Pega Customer Service application. The system temporarily stores this private data for the chat session's duration before deleting it. | sensitive |
| CSR message attachments | Consists of message attachments sent by the client's CSRs to the client's customers. CSR message attachments are stored just like CSR messages. | sensitive |
| CSR messages | Messages are stored in Pega Platform or Pega Customer Service application and pass through Digital Messaging Service to the customer. | sensitive |
| Customer message attachments | Consists of message attachments sent by the client's customers to the client.. Customer message attachments are stored just like customer messages. | sensitive |
| Customer messages | Digital Messaging Service transmits all customer messages. These messages from channel connections, for example, Facebook and WhatsApp (excluding Web Messaging), are not stored but are directly forwarded to the Pega Platform or Pega Customer Service application. After transferring the messages to the application, the messages are promptly removed from Digital Messaging Service. | sensitive |
| Customer messages (Web Messaging) | The system retains chat messages for Web Messaging within Digital Messaging Service
throughout the customer-to-chatbot or customer-to-CSR interaction.
As a result, customers can switch pages and maintain an ongoing
chat. To ensure security, all messages are encrypted while stored in
the database. After the customer or CSR ends the conversation, or when a client-configurable timeout period elapses due to inactivity, the system automatically deletes these messages. | sensitive |
Operational data
Operational data is essential for the functioning of Digital Messaging. This data is stored permanently within the system and is not transferred to the Pega Platform or Pega Customer Service application.
Digital Messaging Service supports the following operational data record types:
| Record type | Description | Type |
| Administrative data | Control information used internally by Digital Messaging Service. | standard |
| Client messaging account credentials | The credentials supplied by the client to Digital Messaging Service, enabling the system to send and receive messages on behalf of the client. | sensitive |
| Client messaging identity information | The client's Facebook IDs, WhatsApp IDs, telephone numbers, and similar information that the client uses to connect their accounts in Digital Messaging Service. | sensitive |
| Customer messaging identity details | The client's customer Facebook IDs, WhatsApp IDs, telephone numbers, and similar information. | sensitive |
| Log messages | Process tracking records and message transit records. The system does not log message contents, attachment contents, and sensitive customer data. | standard |
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