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Digital Messaging

Updated on March 16, 2021

Digital Messaging includes Web Messaging (website-embedded chat), private channels such as Apple Business Chat (ABC), Facebook Messenger, SMS/MMS (Twilio), and WhatsApp and public channels, including Facebook public posts. Web Messaging is synchronous and allows real-time conversation, whereas the private and public channels offer synchronous and asynchronous communication.

Note: Due to changes by Twitter in the API and the licensing model, direct integration with Twitter is no longer supported in the Digital Messaging channel interface.
Pega Customer Service Implementation Guide

Define your CS-Self Service application on top of the Pega Customer Service application to create a Digital Messaging interface. For more information, see Creating a self-service application.

Access Digital Messaging Manager through the Digital Messaging interface to connect to digital messaging channels. Digital Messaging Manager also holds many of the configurations for Web Messaging. You can enable the settings to switch from Web Messaging to multiple digital messaging channels using the Channel switching tab in Digital Messaging Manager. When you add your desired social channels on the Channel switching tab, the Web Messaging bot enables customers to switch to those configured channels during the live conversation.

Note: You must purchase a separate license before using Pega Intelligent Virtual Assistant in your application. For more information, contact Pega Support.
Supported messaging channels in Digital Messaging

The following table shows the messaging channels that fall under the Pega Customer Service application's Digital Messaging service:

Supported messaging channels in the Digital Messaging service

Channel Description
Web MessagingAllows clients to configure a public chat interface to be installed on their Website for customers and contacts to reach them for a synchronous chat experience. Clients can configure bot interaction flows, self service and escalation to CSRs.
Apple Business Chat Allows private conversation in the iMessage app to connect with organizations and ask questions, schedule appointments, and make purchases. Customers can also send and receive attachments and emojis.
FacebookAllows private conversation in the Facebook Messenger app. Customers can also send and receive attachments and emojis.
Facebook public postsAllows sending public posts to the CSR using the Facebook app.
SMS (Twilio)Allows sending short message service (SMS) text messages by using the Twilio communications platform. Customers can also send and receive attachments and emojis.
WhatsAppAllows private conversation in the WhatsApp Messenger app. Customers can also send and receive attachments and emojis.

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