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Configuring Digital Messaging channel security

To enable users to chat on various messaging platforms using Pega Intelligent Virtual Assistant™ (IVA), configure the security settings for your Digital Messaging channel. When you define the security settings for the system, you can access the Digital Messaging Manager for your channel. You can then set up Apple Business Chat, Facebook Messenger, MMS/SMS (Twilio), Twitter, WhatsApp Messenger, and Web Messaging as chatbot messaging platforms for your application.

  • Verify that your application meets the requirements to access the Digital Messaging Manager. The following are the minimum Pega Customer Service and Pega Platform versions required:
    • Pega Customer Service version 8.4.4 with Pega Platform version 8.4.5.
    • Pega Customer Service version 8.5.2 with Pega Platform version 8.5.4.
    • Pega Customer Service version 8.6 with Pega Platform version 8.6.
  • Define a publicly accessible secured URL for the environment, or configure the system to allow communication with the Digital Messaging service.
  • Obtain the security settings for your Digital Messaging channel, including the Manager ID and the Manager Key values for the Digital Messaging Manager, by contacting Pega Support. For more information, go to Pega Support.
  • Ensure that you request a separate set of credentials for each environment that you maintain.
  • If your Pega Platform is installed on premises or has internal access only, perform additional configuration for your environment so that your system can communicate with the Digital Messaging service. For more information, see Configuring on-premises or internal access only environments for Digital Messaging access.

Digital Messaging requires a separate set of Manager ID and Manager Key credentials for each instance of Pega Platform. If you have multiple instances of Pega Platform, for example, for development, staging, and production purposes, specify the number of instances in your request to Pega Support, so that you receive a unique set of credentials for each instance.

  1. Switch to Dev Studio.

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

  3. In the application rule, click the Security tab.

  4. In the Digital Messaging security section, in the Manager ID field, enter the identifier for the Digital Messaging Manager.

  5. In the Manager Key field, enter the key for the Digital Messaging Manager.

  6. In the Authentication method section, click API Key or JWT.

    You will receive the configured authentication method for your system with your identifiers when Pega provisions the Digital Messaging service Manager ID and Manager Key credentials for your environment.
  7. Click Save.

  8. Switch back to App Studio.

Set up a Digital Messaging channel for messaging platforms such as Apple Business Chat or Facebook Messenger by adding messaging accounts in the Digital Messaging Manager. For more information, see Creating a Digital Messaging channel.
Messaging accounts that you set up for your channel cannot be duplicated within the same application or across other applications. If you reuse a messaging account, the system displays the already connected error in the Digital Messaging Manager. For example, as best practice, when moving your application from a staging to a production environment, ensure that you first delete the messaging account connection in the Digital Messaging Manager for your staging environment, before you attempt to connect the same messaging account to a production environment.
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