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Enabling Digital Messaging

Updated on March 16, 2021

A Digital Messaging interface is a combination of bot configuration and assignment of one or more digital channels to that bot experience. Most clients will have one Digital Messaging interface that responds to several different digital channels. For example, a client could set up their bot to respond to Facebook Messenger, WhatsApp, SMS, and Apple Business Chat. The customer experience on each channel would be mostly the same, and the client would only have to maintain one bot.

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.
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Before you begin: Enter the Digital Messaging credentials provisioned to you on the Security tab of the application definition in Dev Studio. Check with your organization's Pega account contact to get the Digital Messaging credentials.
Note: Ensure you are in the application from your stack in which you are setting up your channels.

Configuring Digital Messaging credentials

Configure a Digital Messaging interface by performing the following steps:
  1. In the header of Dev Studio, switch to the desired self-service application.
  2. In your self-service configuration, click the Application menu, and then click Definition.
    Result: The system displays the application.
  3. In the application, click the Security tab.
  4. In the Digital Messaging security section, enter the Manager ID and Manager Key for the channel digital messaging manager.
    Note: By entering the Manager ID and Manager Key values here, you enable the Digital Messaging interface's Digital Messaging Manager, which holds the messaging channel connections.
  5. In the Authentication method section, select either of the following options that is configured for your Manager ID:
    • API Key
    • JWT
      Note: The default selection is JWT (JSON Web Token). JWT is used to sign requests when exchanging private data
  6. Click Save.

Creating a Digital Messaging interface

Create a Digital Messaging interface by performing the following steps:
  1. Log in to the Self-Service application with the CSR administrator credentials
  2. In the navigation pane of App Studio, click Channels.
  3. On the Channels landing page, in the Create new channel interface section, click Digital Messaging.
  4. On the Configuration tab of the Digital Messaging interface, enter the channel interface name and a meaningful description for the Digital Messaging interface.
  5. On the Channel tab of the Digital Messaging interface, perform the following tasks:
    1. In the Set up section, in the Template Operator and the Base URL fields, enter the template operator and the base URL.
      Template Operator: The system uses this operator as a template to create all further accounts. Each account has a unique channel identifier set as its ID.Base URL: The instance URL where you can configure the channel.
    2. In the Connections section, click Manage connections to set up the IVA for Digital Messaging for multiple social messaging channels.
    Result: The system displays the DIGITAL MESSAGING MANAGER. After you configure the connections for the messaging channels in Digital Messaging Manager, you can see those connections as in the figure below:
    Template Operator setup, with configured channel connections
    Template Operator setup, with configured channel connections
  6. Click Save.
What to do next:
  1. Set up Web Messaging. For more information, see Setting up Web Messaging.
  2. Set up social channels. For more information, see Setting up social channels.
  3. Configure a chatbot. For more information, see Configuring a chatbot.

Tags

Pega Customer Service 8.6

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