Setting up the IVA for SMS/MMS (Twilio)

To ensure that users can chat with Pega Intelligent Virtual Assistant (IVA) by sending SMS or MMS messages from a mobile phone, configure the Unified Messaging channel in the Integration Manager. By performing this task, you ensure that users can access your application to report issues or request help by sending SMS or MMS messages.

Before you begin: Perform the following tasks:
  • Create a new channel for IVA for Unified Messaging. For more information, see Creating a conversational channel.
  • Configure your Unified Messaging channel security settings. For more information, see Configuring Unified Messaging channel security.
  • Create a Twilio account for the mobile phone number that you plan to use with your Pega Platform application. Twilio will generate a unique identifier and authorization token for your Twilio account. For more information, refer to the Twilio portal.

You use the integration manager on the Connection tab of the Unified Messaging channel to configure individual social channels from one place in a Pega Platform application.

Note: MMS support on Twilio is determined by the mobile phone number. If you create a Twilio account for a mobile phone number that supports MMS, then the system will also support MMS.
  1. In the header of Dev Studio, click the name of the application, and then click Channels and interfaces.
  2. In the Current channel interfaces section, click the icon that represents your existing Unified Messaging channel.
  3. In the Unified Messaging channel, click the Connection tab.
  4. Click Integration Manager.
  5. In the Manage Accounts Dashboard window, click the SMS icon.
  6. On the SMS Accounts page, click Add New Twilio Number.
    This action ensures that you give permission to your Twilio SMS/MMS account to send and receive messages on behalf of the IVA channel.
  7. In the Add New Twilio Number window, in the Name field, enter a name for your Twilio account.
  8. In the Number (Please include country code) field, enter the phone number, including the country code, for your Twilio account.
  9. In the Account ID field, enter the identifier for your Twilio account.
    Twilio generates a unique identifier when you create a Twilio account.
  10. In the Auth Token field, enter the authorization token for your Twilio account.
    Twilio generates an authorization token when you create a Twilio account.
  11. Click Submit.
  12. On the SMS Accounts page, highlight and copy the generated webhook URL for Twilio.
  13. Access your account on the Twilio portal, click Manage Numbers, and then click Active Numbers.
  14. In the Messaging section, in the field next to the A Message Comes In webhook section, paste the webhook URL that you copied in step 12.
    This action ensures that when your Twilio phone number receives inbound SMS or MMS messages, Twilio forwards the messages to the IVA channel.
  15. Optional: To display a list of configured social messaging channels for the IVA for Unified Messaging, click Refresh, next to the Integration Manager button.
  16. Close the browser window, and then in the Unified Messaging channel, click Save.