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Enabling Digital Messaging

Updated on December 3, 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, Apple Business Chat, iOS SDK, Android SDK, and Client Channel API. 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.
    Note: Save the values for the messaging attachment feature in the application when configuring the Manager ID and Manager key. By doing so, the values of the messaging attachment feature reach Digital Messaging Service.
  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, in the Details section, perform the following steps: and a meaningful description for the Digital Messaging interface.
    1. In the Channel interface name field, enter a channel interface name.
    2. In the Description field, enter a meaningful description.
    3. In the Supported languages list, enter or select the language of your choice.
      Note: The languages that you select here appear in the Digital Messaging Manager on the Languages tab of a connection.
      For example: For example, if you select English and French in the Supported languages list, then the system displays "English" and "French" on the Languages tab of a connection in the Digital Messaging Manager.
  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. Add a connection. For more information, see Adding a social messaging channel connection.
  2. Set up Web Messaging. For more information, see Setting up Web Messaging.
  3. Set up social channels. For more information, see Setting up social channels.
  4. Configure a chatbot. For more information, see Configuring a chatbot.

Adding a social messaging channel connection

Add a social messaging channel connection in the Digital Messaging Manager of your Digital Messaging interface.

Perform the following steps to add a connection:
  1. In the navigation pane of App Studio, click Channels.
  2. In the Current channel interfaces section, click the icon that represents your existing Digital Messaging interface.
  3. In your Digital Messaging interface, on the Channel tab, in the Connections section, click Manage connections.
    Note: Make sure you have set up the right Template Operator and Base URL.
    Result: The system displays the DIGITAL MESSAGING MANAGER page.
  4. On the DIGITAL MESSAGING MANAGER page, in the DIGITAL MESSAGING MANAGER section, click Add Connection. The system displays the Add a connection section with tiles for the channels, as shown in the following figure:
    Displaying multiple social messaging channel tiles in Digital Messaging Manager
    Displaying multiple social messaging channel tiles in Digital Messaging Manager
  5. Select the channel of your choice to configure and add as a connection.
  6. The newly-added connection appears in the Connections section of the Digital Messaging Manager.

Tags

Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7

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