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Unified Messaging channel overview

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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.

Supported messaging platforms

By defining Pega Platform settings in the Digital Messaging Manager, you can create a Unified Messaging channel for the following messaging platforms:

Apple Business Chat Apple Business Chat
Send text messages in the Apple Messages app to connect with organizations and ask questions, schedule appointments, and make purchases.
Facebook Messenger Facebook Messenger
Send text messages in the Facebook Messenger app.
SMS/MMS (Twilio) SMS/MMS (Twilio)
Send text messages (SMS) or Multimedia Messaging Service (MMS) messages using the Twilio communications platform.
Twitter Twitter
Send text messages using the Twitter app.
WhatsApp logo WhatsApp
Send text messages in the WhatsApp Messenger app.
For an example of how to create best-in-class user experiences by unifying multiple messaging platforms into a single desktop with the Unified Messaging channel, see the Improving the user experience with Unified Messaging video on Pega Community.
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