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Develop an IVA channel to chat across multiple social messaging platforms (8.4)

Updated on June 1, 2023

Increase your responsiveness to user requests by using Pega Intelligent Virtual Assistant™ (IVA) in the new integrated Unified Messaging channel. The Unified Messaging channel is easy to set up in your Pega Platform™ application and saves you time, because you only need to configure and develop a single channel to enable users to chat across different social messaging platforms (for example, Apple Business Chat, or Facebook). Users can also communicate with your application using SMS/MMS for the same Unified Messaging channel.

You use the integration manager interface in a Pega Platform application to configure the Unified Messaging IVA for social messaging platforms. The following figure shows the Connection tab for the Unified Messaging channel with Apple Business Chat, and Facebook configured for the IVA:

Unified Messaging channel - Connection tab
Unified Messaging channel - Connection tab
Note: Due to changes by Twitter in the API and the licensing model, direct integration with Twitter is no longer supported in the Unified Messaging channel interface.

For more information, see Unified Messaging channel overview and Creating a Unified Messaging channel.

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