Setting up channels
Digital Messaging Manager allows you to add various chat connections and social messaging platforms to your Digital Messaging channel interface. You access Digital Messaging Manager through the Digital Messaging interface to connect to digital messaging channels. You configure channel-specific settings on the Connections section of the Digital Messaging Manager.
Configuring Digital Messaging Manager channels
Configure the channel connections in the Digital Messaging Manager to enable customer interaction with Pega Intelligent Virtual Assistant (IVA) by sending messages from the respective messaging channels.
By performing this task, you ensure that customers can quickly and efficiently request information or report problems with your application through conversational channels.
You use Digital Messaging Manager to configure digital messaging channels from one place on your self-service application in the Pega Customer Service™ application.
Messaging channels supported by Digital Messaging Manager
The following messaging channels fall under the 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 Messages for Business: 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 by 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.
WhatsApp (Twilio): Allows private conversation in the WhatsApp Messenger app by using the Twilio communications platform. Customers can also send and receive attachments and emojis.
iOS App: Allows private conversation in the native iOS app built with Pega Mobile Messaging SDK. Customers can also send and receive attachments.
Android App: Allows private conversation in the native Android app built with Pega Mobile Messaging SDK. Customers can also send and receive attachments.
Client Channel API: Allows private conversation on additional channels, for example, Teams, Webex, or Slack, by using the Client Channel API.
You have reached the end of this topic. You learned:
- What the list of connections supported by Digital Messaging channel is.