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Creating a Digital Messaging channel

Expose your essential business services to users through a chatbot on multiple messaging platforms by defining a single Pega Intelligent Virtual Assistant™ (IVA) for Digital Messaging. As a result, you provide users with additional ways to communicate with your application, which improves the overall user experience.

For example, you can create an IVA for a travel agency application. As a result, customers can instantly book their flight by interacting with your chatbot on Apple Business Chat, Facebook Messenger, Twitter, and other messaging platforms.
Configure Digital Messaging channel security settings. For more information, see Configuring Digital Messaging channel security.

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 Digital Messaging channel works correctly before moving the channel to a production environment.

For relevant training materials, see the Digital Messaging channels module on Pega Academy.

A chatbot works in one language because the conversational channel uses a template operator that is defined for a single locale. For more information, see Template operator for IVA channel.
  1. Create a new channel interface in Pega Platform:

    1. In the navigation pane of App Studio, click Channels.

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

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

    4. Optional:

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

    5. In the 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 channel identifier set as its ID.
    7. Click Save.

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

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

The following figure shows the settings for a Digital Messaging channel:

Settings for a Digital Messaging channel.
The configuration settings for a Digital Messaging
                        channel on the Configuration tab.
Define conversational channel behavior for the IVA, for Digital Messaging. For more information, see Defining conversational channel behavior.
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