Question:

When an external email service provider (ESP) sends duplicate email responses (opens, clicks and bounces) for the same response from a customer, how does Pega Customer Decision Hub handle them? Does it make multiple entries in the Interaction History? This can occur with some ESPs that upload responses in batch at specific frequency. So, even though the end customer would have clicked on the email just once, the ESP may send that response multiple times depending on the response processing frequency.

Pega expert answer:

This could be the case when the original email generated outside Pega Customer Decision Hub. In this case, it is the responsibility of the ESP to ensure that only one response is sent per customer action. When emails are generated by Pega Customer Decision Hub and delivered via an external ESP, then email responses must be sent in real-time using standard response webhook.