We are having an issue where is causing the status of the interaction case.

Scenario.

1. Customer emailed to the Pega

2. An interaction case was generated for that email from the customer

3. User of the Pega application is replied to the customer (this time the status automatically changed to Pending)

4. The Customer replied to the email from the application.

The expected was to changed the status to Open but the status remained Pending. 

We already checked the interaction case details and the reply from that customer already in that interaction case.

Can we seek advise on where we can check or investigate where the status didn't update after the reply from that customer in an interaction.

Much appreciated on your feedbacks

Thank you!