Pega Unified Messaging Twilio Whatsapp
Hi,
Please provide step by step instructions or documentation to set up Pega Unified Messaging Twilio Whatsapp
thanks
Pegasystems Inc.
CA
Hello @KANCHANG, you can refer to these articles to setup a Digital Messaging channel and Twilio WhatsApp connections:
If you do not already have Digital Messaging credentials, please contact your Pega account team to qualify and submit a request.
Kind regards,
Virtusa Corp.
LK
Thank you very much for the information shared. We want to configure Whatsapp inbound message to Pega Customer Service Interaction portal just like the call pop up we configure for CTI. and then provide chat window to interact with WhatsApp customer during interaction flow. is this possible?
Following are the version we are using to build this POC
- Pega Infifnity 24.1
- PegaCS-FS-Constellation:08-24
- PegaCSFS-Sample-Constellation:08-24
- PegaCS-UIKitCompatibility:08-24
Appreciate your support on this
Thank you
Gayani
Pegasystems Inc.
CA
Yes @KANCHANG, that scenario is supported. You can use the Digital Messaging channel for customers to message your connected Twilio WhatsApp number and engage with bot & CSRs.
Please reach out to your account team to begin the provisioning process and you can let them know to contact me for more info if needed.
Kind regards,
Virtusa Corp.
LK
Hi,
Thank you very much for the reply
We have already given the necessary digital messaging certificate details (manger id and manager key).
But issue lies with incoming chat pop up. We have configured the message queues ,routing and skills appropriately.
When we trigger connect with agent flow it will not pop up for incoming chat window once the pre chat flow is over. this issue is valid for both web messaging and whatsapp connection too.
Appreciate and thank you for your guidance and support
Regards,
Gayani
Pegasystems Inc.
CA
Hi @KANCHANG, could you please create a ticket at https://pegasupport.pega.com/ so that your application config can be investigated?
Thanks and regards,
Virtusa Corp.
LK
Hi
@MireilleDallaire thank you. will raise the Support ticket for this. Even in Pega academy course 24.2 for chat routing .Configuring chat queues | Pega Academy This functionality of trasnfering the live chat to CSR is not working .
Thanks & Regards,
Gayani
HCA Healthcare
US
To set up Pega Unified Messaging with Twilio WhatsApp, first log in to Pega App Studio and go to Settings → Channels, then enable Unified Messaging. Create a new channel and choose Twilio WhatsApp. Enter your Twilio Account SID, Auth Token, and the approved WhatsApp number. In your Twilio Console, set the webhook URL to point to your Pega instance like this: https://<your-pega-domain>/prweb/PRRestService/UM/InboundWebhook. Go back to Pega and link the channel to a queue or workgroup so messages can be routed to agents. Now send a WhatsApp message to the Twilio number and it should appear in Pega’s Interaction Portal. The agent can reply from Pega, and the response will go back to WhatsApp. Make sure your Pega server is accessible from the internet so Twilio can send messages to it. You can use Twilio’s Sandbox for testing if needed.