To ensure that users can chat with Pega Intelligent Virtual Assistant (IVA) by
sending SMS or MMS messages from a mobile phone, configure the Unified Messaging channel in the Integration Manager. By
performing this task, you ensure that users can access your application to report issues or
request help by sending SMS or MMS messages.
You use the integration manager on the Connection tab of
the Unified Messaging channel to configure individual social
channels from one place in a Pega Platform application.
Note: MMS support on Twilio is determined by the mobile phone number. If you create a
Twilio account for a mobile phone number that supports MMS, then the system will
also support MMS.
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In the navigation pane of
App Studio, click Channels.
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In the Current channel interfaces section, click the icon
that represents your existing Unified Messaging channel.
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In the Unified Messaging channel, click the
Connection tab.
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Click Integration Manager.
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In the Manage Accounts Dashboard window, click the
SMS icon.
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On the SMS Accounts page, click Add New Twilio
Number.
This action ensures that you give permission to your Twilio SMS/MMS account to
send and receive messages on behalf of the IVA channel.
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In the Add New Twilio Number window, in the
Name field, enter a name for your Twilio
account.
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In the Number (Please include country code) field, enter
the phone number, including the country code, for your Twilio account.
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In the Account ID field, enter the identifier for your
Twilio account.
Twilio generates a unique identifier when you create a Twilio account.
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In the Auth Token field, enter the authorization token
for your Twilio account.
Twilio generates an authorization token when you create a Twilio
account.
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Click Submit.
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On the SMS Accounts page, highlight and copy the generated
webhook URL for Twilio.
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Access your account on the Twilio portal, click Manage
Numbers, and then click Active
Numbers.
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In the Messaging section, in the field next to the
A Message Comes In webhook section, paste the webhook
URL that you copy in step 12.
This action ensures that when your Twilio phone number receives inbound SMS or
MMS messages, Twilio forwards the messages to the IVA channel.
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Close the browser window, and then in the Unified Messaging
channel, click Save.