Creating the Unified Messaging chatbot Channel
With Unified Messaging chatbot, end users can chat with the CSRs from Apple Business Chat, Facebook Messenger, MMS/SMS (Twilio), and WhatsApp Messenger. You need to configure the Unified Messaging channel on top of your Pega Customer Service implementation.
- In the header of Dev Studio,click the name of the application, and then click Channels and interfaces.
- In the navigation pane of App Studio, click Channels.
- In the Create new channel interface section, click Unified Messaging.
- In the Details section, in the Channel interface name field, enter a name for your Unified Messaging chatbot channel.
- Optional: To describe the purpose of the channel, in the Description field, enter a short description of your chatbot for Unified Messaging.
- In the Unified Messaging channel, click the Connection tab.
- 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.
- Set up the IVA for Unified Messaging for multiple social messaging
channels:
- To enable users to chat in Business Chat, configure the channel for
Apple Business Chat.
For more information, see Setting up the Unified Messaging chatbot for Apple Business Chat.
- To enable users to chat in Facebook Messenger, configure the channel for
Facebook.
For more information, see Setting up the Unified Messaging chatbot for Facebook.
- To enable users to chat with SMS or MMS, configure the channel for
SMS/MMS (Twilio).
For more information, see Setting up the Unified Messaging chatbot for SMS/MMS (Twilio).
- To enable users to chat in WhatsApp Messenger, configure the channel for
WhatsApp.
For more information, see Setting up the Unified Messaging chatbot for WhatsApp.
- To enable users to chat in Business Chat, configure the channel for
Apple Business Chat.
- Optional: To display a list of configured social messaging channels for the Unified Messaging chatbot, click Refresh, next to the Integration Manager button.
- Click Save.
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