Authentication using Digital Messaging
Perform customer authentication pre-chat and mid-conversation, so that customers can
pass on their private data to Pega Customer Service using
the underlying messaging API in digital messaging interfaces. If the customer's private data
matches with the records in the database, the customer is marked as authenticated. Configure authentication settings in App Studio to protect the customer's sensitive
data or collect additional information about the user, by performing external
authentication. For example, the customer might have an external LDAP system in which all
users (the customer's customers) are stored. For example, if the customer requests a Statement copy case, and if you
have enabled the Require authentication option for that case, then the customer must
log in with the authenticated credentials to get a statement copy. At the beginning of the authentication process, the Digital
Messaging interface generates a login URL that is sent to the Messaging API. A new
token is also generated for the user. To configure the authentication
settings, such as Authentication URL, token, and the security key in App Studio,
perform the following steps: Customer authentication
Icon Description Unauthenticated customer icon on the chat panel. When the
customer is not authenticated, there is no check mark beside
the customer icon on the chat panel in Interaction Portal.
Authenticated customer icon on the chat panel. When the
customer is authenticated, the system displays a check mark
beside the customer icon on the chat panel in Interaction
Portal. Configuring authentication settings in App Studio
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