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Creating a Unified Messaging channel

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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/SMS (Twilio), Twitter, or WhatsApp Messenger 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:

    1. In the header of Dev Studio, click the name of the application, and then click Definition.

    2. In the application rule, click the Integration & Security tab.

    3. In the Unified Messaging security section, in the Manager ID field, enter the identifier for the channel integration manager.

    4. In the Manager Key field, enter the key for the channel integration manager.

    5. Click Save.

    To obtain the security settings for your Unified Messaging channel, the Manager ID and the Manager Key, contact Global Customer Support. For more information, see Configuring Unified Messaging channel security.

  2. Configure a Unified Messaging channel for a social messaging platform:

    You configure specific settings for a social messaging platform on the Connection tab using the integration manager that is displayed on a separate page. For more information, see Setting up a Unified Messaging channel.

Define conversational channel behavior for the IVA, for Unified Messaging. For more information, see Defining conversational channel behavior.

  • Unified Messaging channel overview

    You create and build a single Unified Messaging channel to ensure that users can interact with your application through multiple social messaging platforms as Pega Intelligent Virtual Assistant (IVA). The Unified Messaging channel is quick to create and configure, giving the user a completely new experience. In addition, the Unified Messaging channel makes maintenance of the conversational capability of an IVA much easier.

  • Creating a conversational channel

    Provide users with a channel for communicating with Pega Intelligent Virtual Assistant (IVA) and, indirectly, with the application through a simple question and answer form. For example, users can open a case to report a problem or display a menu of options through a conversation.


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