Question
Study Group
Study Group
AU
Study Group
Posted: Aug 21, 2019
Last activity: Aug 27, 2019
Last activity: 27 Aug 2019 2:29 EDT
Closed
Email Threading feature in the Pega Platform
Hi there,
I would like to know if there is a feature available in the Pega platform (v8.1) that will allow the users to communicate in an email message that includes a running list of all the succeeding replies starting with the original email.
Show More
Hi there,
I would like to know if there is a feature available in the Pega platform (v8.1) that will allow the users to communicate in an email message that includes a running list of all the succeeding replies starting with the original email.
Current State in the Platform
Business user in the platform initiates an email communication to an external party. Upon receiving the reply from an external party, if the business user wants to continue the communication, he/she initiates a new email to convey the replies.
Desired State in the Platform
Business user sent an email to an external party. Upon receiving the reply from an external party, the business user wants to reply to the email which was received. This will help the user to have the context before sending an email.
if not email threading, are there any other alternatives to consider?
Any thoughts?
Cheers,
Naren
Show Less
Posted: 5 years ago
Pegasystems Inc.
US
If each Email, whether sent from Pega or received via Email Service, was saved as a Data-Corr-Email case attachment that is definitely doable.
Does not require 8.X.
In the LSA course the EMAIL subcase has the ability to view Data-Corr-Email attachments within its parent case.
Any parent case instance can be selected, written into the EMAIL case's embedded Data-Corr-Email page, edited if desired, then (re)sent.
The EMAIL subcase case could maintain a PageList of historical Data-Corr-Email emails sent.