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Setting up the IVA for Facebook


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To ensure that users can chat with Pega Intelligent Virtual Assistant (IVA) using Facebook, configure the Unified Messaging channel in the integration manager. By performing this configuration task, you ensure that users can access your application to report issues or request help using Facebook Messenger.

Perform the following tasks:
  • Configure your Unified Messaging channel security settings. For more information, see Configuring Unified Messaging channel security.
  • Create a Facebook page for your Facebook application. For more information, refer to the Facebook developer 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.

  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 Facebook icon.

  6. On the Facebook Pages page, click Authorize New Facebook Page.

    This action ensures that you give permission to your Facebook page app to send and receive messages on behalf of the IVA channel.

  7. If you are not signed on to your Facebook account in the browser, log in to your account:

    1. On the Facebook login page, enter the email address and password for your Facebook account.

    2. Click Log In.

    The account you use must be an admin of the Facebook page you are going to authorize.
  8. In the displayed window, click Continue as <YOUR NAME>.

  9. In the page selection window for your Facebook page application, select the check box for the Facebook page that you will use with your Pega Platform application, and then click Next.

  10. Review the permissions for your Facebook page, and then click Done.

    The window displays information that your Facebook page is now linked to your Unified Messaging channel.
  11. Click OK.

  12. Optional:

    To return to the Manage Accounts Dashboard window, click the Home icon.

  13. Close the browser window, and then in the Unified Messaging channel, click Save.

  • Setting up a Unified Messaging channel

    To give Pega Intelligent Virtual Assistant (IVA) access to different social messaging platforms, configure a Unified Messaging channel. With an IVA for Unified Messaging, users can chat in an application by using Apple Business Chat, Facebook Messenger, MMS/SMS (Twilio), Twitter, and WhatsApp Messenger, for example, to inquire about a car estimate or to book a flight.

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