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Develop an IVA channel to chat across multiple social messaging platforms (8.4)

Increase your responsiveness to user requests by using Pega Intelligent Virtual Assistant™ (IVA) in the new integrated Unified Messaging channel. The Unified Messaging channel is easy to set up in your Pega Platform™ application and saves you time, because you only need to configure and develop a single channel to enable users to chat across different social messaging platforms (for example, Apple Business Chat, Facebook, SMS, or Twitter.) You can run the Unified Messaging channel as an IVA channel with multiple social messaging platforms. Additionally, a channel run in this way can serve as an integration point for the Pega Unified Messaging Desktop™ solution, a stand-alone application that customer service representatives (CSRs) use to interact with customers.

You use the integration manager interface in a Pega Platform application to configure the Unified Messaging IVA for social messaging platforms. The following figure shows the Connection tab for the Unified Messaging channel with Apple Business Chat, Facebook and Twitter configured for the IVA:

Unified Messaging channel - Connection tab
Unified Messaging channel - Connection tab
Unified Messaging channel - Connection tab

For more information, see Unified Messaging channel overview and Creating a Unified Messaging channel.

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