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Creating the Unified Messaging chatbot Channel

Updated on July 14, 2020

With Unified Messaging chatbot, end users can chat with the CSRs from Apple Business Chat, Facebook Messenger, MMS/SMS (Twilio), and WhatsApp Messenger. You need to configure the Unified Messaging channel on top of your Pega Customer Service implementation.

Note: Due to changes by Twitter in the API and the licensing model, direct integration with Twitter is no longer supported in the Unified Messaging channel interface.
  1. In the header of Dev Studio,click the name of the application, and then click Channels and interfaces.
  2. In the navigation pane of App Studio, click Channels.
  3. In the Create new channel interface section, click Unified Messaging.
  4. In the Details section, in the Channel interface name field, enter a name for your Unified Messaging chatbot channel.
  5. Optional: To describe the purpose of the channel, in the Description field, enter a short description of your chatbot for Unified Messaging.
  6. In the Unified Messaging channel, click the Connection tab.
  7. In the Template operator ID list, click the name of an existing Pega Platform operator to use as a template. The system uses this operator as a template to create all further accounts. Each account has a unique Unified Messaging identifier set as its ID. For more information, see Template operator for IVA channel.
  8. Set up the IVA for Unified Messaging for multiple social messaging channels:
  9. Optional: To display a list of configured social messaging channels for the Unified Messaging chatbot, click Refresh, next to the Integration Manager button.
  10. Click Save.

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