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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.

Configure Unified Messaging channel security settings. For more information, see Configuring Unified Messaging channel security.
  1. In the header of Dev Studio, click the name of the application, and then click Channels and interfaces.

  2. In the Create new channel interface section, click Unified Messaging.

  3. In the Details section, in the Channel interface name field, enter a name for your Unified Messaging channel.

  4. Optional:

    To describe the purpose of the channel, in the Description field, enter a short description of your IVA for Unified Messaging.

  5. In the Unified Messaging channel, click the Connection tab.

  6. In the Template operator ID list, click the name of an existing Pega Platform operator to use as a template.

    The system uses this operator as a template to create all further accounts. Each account has a unique Unified Messaging identifier set as its ID. For more information, see Template operator for IVA channel.

  7. Set up the IVA for Unified Messaging for multiple social messaging channels:

    You configure specific settings for a social messaging platform on the Connection tab using the integration manager that is displayed on a separate page.

  8. Optional:

    To display a list of configured social messaging channels for the IVA for Unified Messaging, click Refresh, next to the Integration Manager button.

  9. Click Save.

  • 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.


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