Configuring a Unified Messaging chatbot
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). 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: 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. With Unified Messaging chatbot, end users can chat with the CSRs from Apple Business
Chat, Facebook Messenger, MMS/SMS (Twilio), Twitter, and WhatsApp Messenger. You need to
configure the Unified Messaging channel on top of your Pega Customer Service implementation. For more information, see Setting up the Unified Messaging
chatbot for Apple Business Chat. For more information, see Setting up the Unified Messaging
chatbot for Facebook. For more information, see Setting up the Unified Messaging
chatbot for SMS/MMS (Twilio). For more information, see Setting up the Unified Messaging
chatbot for Twitter. For more information, see Setting up the Unified Messaging
chatbot for WhatsApp.Supported channels
Supported channels in the Unified Messaging feature
Channel Description Apple Business Chat
Send text messages in the Apple Messages app to connect with
organizations and ask questions, schedule appointments, and make
purchases. Facebook
Send text messages in the Facebook Messenger app. MMS (Twilio)
Send Multimedia Messaging Service (MMS) messages by using the
Twilio communications platform. SMS (Twilio)
Send text messages with the short message service (SMS) text
messaging service by using Twilio communications platform. Twitter
Send text messages by using the Twitter app. Whatsapp
Send text messages in the WhatsApp Messenger app. Creating the Unified Messaging Chatbot channel
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