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Digital Messaging Service overview

Updated on November 6, 2023

Digital Messaging Service is a multi-tenant microservice hosted on Amazon Web Services (AWS) Cloud that enables secure and encrypted interaction between your Pega Platform or Pega Customer Service application and customers using, for example, the Web Messaging, Facebook, 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.

Digital Messaging Service converts message objects, for example, Web Messaging or WhatsApp messages, into a standardized format. The Pega Platform or Pega Customer Service application can then read this format.

Note: The term 'client' refers to the business organization that manages the Pega Platform or Pega Customer Service application. The term 'customer' refers to the individuals who interact with the client's application channel connections, for example, Web Messaging or WhatsApp.

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 connection messaging providers, for example, Web Messaging or WhatsApp.
  2. Digital Messaging Service transforms the incoming message into a common Pega object 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 destination messaging provider.
  4. Digital Messaging Service forwards the message to the Digital Messaging channel connection destination messaging provider.

Security testing

Digital Messaging Service undergoes annual security testing, including penetration assessments.

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