Setting up a Unified Messaging channel

To give Pega Intelligent Virtual Assistant (IVA) access to different social messaging platforms, configure a Unified Messaging channel. With an IVA for Unified Messaging, users can chat in an application by using Apple Business Chat, Facebook Messenger, MMS (Twilio), SMS (Twilio), and Twitter, for example, to inquire about a car estimate or to book a flight.

Before you begin: Configure Unified Messaging channel security settings. For more information, see Configuring Unified Messaging channel security.

In the header of Dev Studio, click the name of the application, and then click Channels and interfaces.
In the Create new channel interface section, click Unified Messaging.
In the Details section, in the Channel interface name field, enter a name for your Unified Messaging channel.
Optional: To describe the purpose of the channel, in the Description field, enter a short description of your IVA for Unified Messaging.
In the Unified Messaging channel, click the Connection tab.
In the Template operator ID list, click the name of an existing Pega Platform operator to use as a template.
The system uses this operator as a template to create all further accounts. Each account has a unique Unified Messaging identifier set as its ID. For more information, see Template operator for IVA channel.
Set up the IVA for Unified Messaging for multiple social messaging channels:
- To enable users to chat in Business Chat, configure the channel for Apple Business Chat.
  For more information, see Setting up the IVA for Apple Business Chat.
- To enable users to chat in Facebook Messenger, configure the channel for Facebook.
  For more information, see Setting up the IVA for Facebook.
- To enable users to chat with SMS or MMS, configure the channel for SMS/MMS (Twilio).
  For more information, see Setting up the IVA for SMS/MMS (Twilio).
- To enable users to chat in Twitter, configure the channel for Twitter.
  For more information, see Setting up the IVA for Twitter.
Optional: To display a list of configured social messaging channels for the IVA for Unified Messaging, click Refresh, next to the Integration Manager button.
Click Save.