Question
Tekstream Solutions LLC
US
Last activity: 29 Apr 2021 7:49 EDT
Can email channel track email thread
We have a requirement, where we will get replies for an email received. Is there any OOTB method to consolidate those emails into one case
Pegasystems Inc.
IN
@SatyaSDasika1 yes, absolutely. An email reply generated OOTB/CS email channel adds a ET- or I- case ids in subject line which helps maintain the chaining. Does that answer your question? Please post if you have follow up questions.
Tekstream Solutions LLC
US
@[email protected] : This is if the email is triggered from Pega. What if, the email comes into the email box from an external user. Can we track them together, there is no headlines or case information in them.
Pegasystems Inc.
IN
@SatyaSDasika1 can you explain in more details what the usecase is?
We generally don't rely on custom email headers to tie the email threads together because email clients remove custom headers. Case ID needs to be present in subject line (OOTB with email channel) or encrypted within body (coming up soon)