Creating a Unified Messaging channel

Configure the Pega Intelligent Virtual Assistant (IVA) for the Unified Messaging platform so that users can interact with your application using different social messaging channels. The IVA for Unified Messaging is quick to set up and provides a completely new user experience. For example, users can chat with the IVA using Apple Business Chat, Facebook Messenger, MMS (Twilio), SMS (Twilio), or Twitter, to answer questions, report an issue, or receive step-by-step guidance through a process.

You can define custom IVA responses to fit the business needs of your organization and to extract the intent of users with natural language processing (NLP), decisioning, and text analytic capabilities. In the preview console, you can test whether the configured Unified Messaging channel works correctly before moving the channel to a production environment.

1. Define the Unified Messaging channel security settings.
   For more information, see Configuring Unified Messaging channel security.
2. Configure a Unified Messaging channel for social messaging platforms such as Apple Business Chat, Facebook Messenger, MMS, and Twitter.
   For more information, see Setting up a Unified Messaging channel.

What to do next: Define conversational channel behavior for the IVA, for Unified Messaging. For more information, see Defining conversational channel behavior.