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Setting up the IVA for Client Channel API

Updated on November 3, 2022

Use the Client Channel API to securely communicate between your Pega Platform application, your integration layer, and third-party client channels, for example, Teams, Webex, or Slack. As a result, you make Pega Intelligent Virtual Assistant (IVA) for Digital Messaging more accessible by engaging with your customers in their preferred social messaging channels.

The Client Channel API provides you with a Digital Messaging Service endpoint to which you can send payload requests in JSON format. The payload requests indicate an action during a chat conversation, for example, when a customer in the client channel sends a message. Similarly, you can set up an endpoint for your integration layer to receive payload requests from the Digital Messaging Service, for example, when the chatbot or CSR sends a reply or is busy typing.
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 Client Channel API icon.
  6. In the New Client Channel API section, complete the following fields:
    1. In the Name field, enter a unique name for your channel.
    2. In the Client webhook field, enter the URL that you previously configured in your integration layer for your client channel. For more information, see Client Channel API.
      Note: 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. Ensure that the URL string starts with "https".
  7. Click Save.
    Result: Digital Messaging Service creates a new channel connection and displays the following fields:
    Connection ID (JWT issuer)
    A unique ID assigned to your connection. Use this ID to generate a JSON Web Token (JWT) that is required for transmitting messages.
    Client Webhook
    The URL that you specify when creating the connection. This URL is the publicly accessible target endpoint for your client channel to receive messages from Digital Messaging Service and your chatbot and CSR.
    Digital Messaging Webhook
    The endpoint URL on Digital Messaging Service. The service uses this URL to receive messages from your client channel sent through your integration layer.
    JWT Secret
    The service uses the JWT Secret value to authenticate the communication between your integration layer and Digital Messaging Service. Use the JWT Secret value to generate the JWT that is required for transmitting messages.

    The following figure shows the sample values generated for a configured Client Channel API connection:

    Client Channel API settings
    Generated settings for a configured Client Channel API connection.

Your customers can send and receive messages from the chatbot or an agent in the same way that they send and receive messages using other connection types for the Digital Messaging channel.

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