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Troubleshooting the Digital Messaging channel

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Fix issues with Pega Intelligent Virtual Assistant™ (IVA) for Digital Messaging (Apple Business Chat, Facebook, SMS/MMS, Twitter, and WhatsApp) to make the system available to users at all times so that they can ask questions and report issues in the application. For example, you can resolve secure communication problems for the channel, improving the general accessibility of the chatbot.

A channel developer and the channel administrator troubleshoot reported issues in the chatbot. You might encounter the following issues:

The system displays a warning message stating that you need to define Digital Messaging security settings

During the creation and configuration of a Digital Messaging channel in the Pega Platform application, the system displays the following warning message:

Define Digital Messaging security within the application definition. Couldn't retrieve the connection details.

  • Contact Pega Support to obtain the security settings for your Digital Messaging channel, including the Manager ID and the Manager Key values for the Digital Messaging Manager. You specify these settings in the application rule on the Security tab.

    For more information, go to Pega Support and also see Configuring Digital Messaging channel security.

The Digital Messaging channel definitions disappear from the application

The system removes the configured social messaging channels from the Digital Messaging Manager for the Digital Messaging channel.

This issue occurs when you either update the Public Link URL field of your Pega Platform or change the values for the Manager ID or Manager Key in the application rule, after you create a channel and configure its IVAs for Apple Business Chat, Facebook, SMS/MMS, Twitter, or WhatsApp in the Digital Messaging Manager. When you update the Public Link URL field or the Digital Messaging security settings for your channel, the system automatically generates a new unique consumer ID. As a result, all of your previously configured social messaging channels in the Digital Messaging Manager are no longer available.

  • If you need to change the Manager ID or Manager Key, it is important to first deregister your messaging channels. Before updating your Digital Messaging channel configuration in the application rule on the Security tab, ensure that you first remove your messaging channels for the consumer ID in the Digital Messaging Manager for each IVA, for example, for Facebook, Twitter, or WhatsApp. After you remove all of your messaging channels, you can safely update the Manager ID or Manager Key.

    For more information, see Creating a Digital Messaging channel.
  • If you have updated the Manager ID or Manager Key before you removed your messaging channels, contact Pega Support and request that they remove all of your existing channels. In your service request, specify that your Manager ID or Manager Key was changed and you can no longer access your messaging channels.

    For more information, go to Pega Support.
  • Ensure that you did not modify the Public Link URL field that is referencing your Pega Platform instance.

    For more information, see Configuring the public link URL.

The system displays an error when you try to add messaging channels to another Digital Messaging channel

When you attempt to add messaging channels that are already defined in an existing Digital Messaging channel to another channel, the operation fails and the system displays an error message.

  1. Ensure that you first deregister the messaging channels, for example, Facebook, Twitter, or WhatsApp from the Digital Messaging Manager for the existing Digital Messaging channel.

    Deleting a Digital Messaging channel from your system automatically deregisters all of its defined messaging channels from the Digital Messaging Manager, for example, Facebook, Twitter, or WhatsApp. For more information, see Creating a Digital Messaging channel.
  2. Add the messaging channels to another Digital Messaging channel.

    For more information, see Creating a Digital Messaging channel.

The Digital Messaging service cannot communicate with Pega Platform

If your Pega Platform system was installed on premises, ensure that you specified a value in the Public Link URL field of your system settings so that the Digital Messaging service can communicate with Pega Platform.

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