Digital messaging components

The Digital Messaging interface provides one channel to define bot behavior, including common replies and text analytics. The one channel lets you the defined settings across multiple messaging platforms. You can start with Pega Chat and add integrations, such as SMS and Facebook Messenger.

You configure the interface in App Studio > Channels > Digital Messaging.

In the Digital Messaging interface, the Connections tab shows any configured channels. The Integration Manager lets you add messaging channels.

The Digital Messaging offering includes several channels that integrate with Pega Customer Service through the same messaging API and infrastructure. These channels are:

• Web Messaging – Pega chat/messaging client, which can be embedded on a website
• Apple Business Chat – Direct messages that are seen by only the sender and the receiver
• Facebook Messenger – Direct messages that are seen by only the sender and the receiver
• Facebook Public Posts – Messages sent and received that are publicly available.
• SMS – Direct messages that use the Twilio interface
• WhatsApp – Direct messages that use the Twilio interface

You can have multiple connections per channel. For example, Facebook Messenger is a channel, but your organization may use multiple Facebook Messenger accounts, and thus have multiple connections within the channel.