Hi everyone,
Has anyone successfully created a case from WhatsApp messages in Pega Customer Service?
I have configured a Digital Messaging channel and connected WhatsApp to Pega using Twilio. However, when I send a message from WhatsApp, the case is not being created.
Also, do we need a paid Twilio account or an active paid WhatsApp/Twilio setup to create cases from WhatsApp in Pega Customer Service? Or can this be tested using a Twilio trial account?
Has anyone faced a similar issue or can suggest what configuration or authentication settings I should check to resolve this?
Any guidance would be greatly appreciated. Thank you!
Hello @SravyaB16761150 ! Yes Twilio trial accounts are supported for connections in the Digital and Agentic Messaging channels. There could be an issue with SID/token mismatch, endpoint configuration in Twilio, or in the channel setup.
- In the Twilio console messaging logs, are you seeing that inbound messages are being delivered?
- There’s a few options for where to configure the Digital Messaging endpoint in your Twilio account (see Pegasystems Documentation )
- In your Digital Messaging Manager > Monitor tab, do you see any failures on inbound?
- Do you have another connection type in the same channel interface (like Web Messaging), and are inbound received correctly on that connection?
Could you please open an INC at pegasupport.pega.com so that we can investigate further?
Thanks and regards,