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Configuring a Unified Messaging chatbot

Updated on June 2, 2023

A Unified Messaging chatbot interacts with your customers through various social messaging platforms to answer common questions, execute a service case, and escalate to a customer service representative (CSR).

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.
Pega Customer Service Implementation Guide Pega Customer Service Implementation Guide
You must purchase a separate license before using Pega Intelligent Virtual Assistant in your application. For more information, contact Pega Support.

Supported channels

By defining your CS-Self Service application implementation settings in the integration manager, you can create a Unified Messaging channel for the following messaging platforms:

Supported channels in the Unified Messaging feature

Channel Description
Apple Business ChatApple Business ChatSend text messages in the Apple Messages app to connect with organizations and ask questions, schedule appointments, and make purchases.
Facebook MessengerFacebookSend text messages in the Facebook Messenger app.
MMS (Twilio)MMS (Twilio)Send Multimedia Messaging Service (MMS) messages by using the Twilio communications platform.
SMS (Twilio)SMS (Twilio)Send text messages with the short message service (SMS) text messaging service by using Twilio communications platform.
WhatsAppWhatsappSend text messages in the WhatsApp Messenger app.

Pega Customer Service provides a sample Unified Messaging chatbot channel so that you can quickly get started with the configuration for the supported messaging channels. The sample chatbot channel consists of the most frequently used case types and response commands, such as greeting, help, escalation, and thank you, to enable your Unified Messaging chatbot to handle real-time problems. Natural language processing (NLP) is used to detect the sentiments and trigger the corresponding actions. Some sentiments, such as greetings, escalation, thank you, and help, are detected by using artificial intelligence (AI) models and not by using keywords. The AI models are more flexible and can learn based on the past usage.

Creating the Unified Messaging Chatbot channel

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.
Prior to creating a Unified Messaging Chatbot channel, configure the channel security settings. For more information, see Configuring Unified Messaging channel security.
  1. Log in to the Self-Service application with the administrator credentials
  2. In the navigation pane of App Studio, click Channels.The system displays the Channels landing page.
  3. On the Channels landing page, in the Create new channel interface section, click Unified Messaging.
  4. In the New Bot Agent interface page, on the Configuration tab, in the Details section, perform the following tasks:
    1. In the Channel interface name field, enter a name for your Unified Messaging chatbot channel.
    2. To describe the purpose of the channel, in the Description field, enter a short description of your chatbot for Unified Messaging.
  5. In the Unified Messaging channel, click the Connection tab.
  6. 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.
  7. Set up the IVA for Unified Messaging for multiple social messaging channels:
  8. Optional: To display a list of configured social messaging channels for the Unified Messaging chatbot, click Refresh, next to the Integration Manager button.
  9. Click Save.

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