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Setting up channels

Setting up channels

The Digital Messaging Manager allows you to add various chat connections and social messaging platforms to your Digital Messaging channel interface.

Configure channel-specific settings on the Connections section of the Digital Messaging Manager.

Digital Messaging Manager

Configuring Digital Messaging Manager channels

Configure the connections of channels in the Digital Messaging Manager of your Digital Messaging interface to enable customers to interact with Pega Intelligent Virtual Assistant (IVA) by sending messages from the respective messaging channels.

By performing this task, you ensure that users can quickly and efficiently request information or report problems with your application through the conversational channels.

Digital Messaging Manager channels

You use the Digital Messaging Manager on the Channel tab of the Digital Messaging interface to configure individual social channels from one place on your self-service application in the Pega Customer Service application.

Connections supported by Digital Messaging channel

The following messaging channels fall under Digital Messaging service of the Pega Customer Service™ application:

Web Messaging: Allows clients to configure a public chat interface to be installed on a website for customers and contacts to reach clients for a synchronous chat experience. Clients can configure bot interaction flows, self-service, and escalation to customer service representatives (CSRs).

Apple Business Chat: Allows private conversation in the iMessage app to connect with organizations, ask questions, schedule appointments, and make purchases. Customers can also send and receive attachments and emojis.

Facebook: Allows private conversation in the Facebook Messenger app. Customers can also send and receive attachments and emojis.

Facebook public posts: Allows sending public posts to the CSR using the Facebook app.

SMS (Twilio): Allows sending short message service (SMS) text messages by using the Twilio communications platform. Customers can also send and receive attachments and emojis.

Twitter: Allows sending public tweets to the CSR using the Twitter app.

Twitter direct messages: Allows private conversation with the CSR. Customers can also send and receive attachments and emojis.

WhatsApp: Allows private conversation in the WhatsApp Messenger app. Customers can also send and receive attachments and emojis.

Configuring a Web Messaging connection

U+ Bank, a retail bank, wants to embed a chat window on its website to address customer' issues and requests received through chat.

To implement the business scenario, click the Channel tab of the Digital Messaging interface, and then click Manage connections. The system displays the Digital Messaging Manager window. In this window, you can add several connections for the digital messaging channel interface.


You can set up one or more digital channels to the digital messaging channel interface.

In this scenario, select the Web Messaging connection to add a chat widget to the bank's website.

You can now enter a Name, Chat heading, and Display message for the Web Messaging connection.

When you save the details, the chat account is successfully created.

New Web Messaging

You can also display a company logo by uploading an image for the connection. You can also delete the connection if it is not required.

Company logo

To verify the connection, on the Installation tab, copy the URL and paste it into each web page where you want the Web Messaging widget to display.

Connection installation

For example, go to U+ Bank, click Setting > Messaging and Co-Browse, and paste the address into the URL field of the Digital Messaging server. Save the changes to see the chat widget on the screen.

Note: The customer's website does not resemble the following configuration page. You might see different configuration page.
Messaging and Co-Browse

You can see the chat icon and the welcome message in the chatbox.

U+ Bank chat widget

Close the Digital Messaging Manager window and then return to the Channel section of the Digital Messaging channel interface. Click Save to see the newly added Web Messaging connection.

Web messaging connection

This topic has concluded. You learned:

  • What the list of connections supported by Digital Messaging channel is
  • How to set up the web messaging connection

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