Question
disable initial "case xx is created" email notification for email interaction
I created an email channel in Pega Customer Service 8.5.3. I am using intelligent routing to send automatic replies when a topic is matched. It works brilliantly. However, I am getting two emails: 1) a "case nn is created" email, and 2) the auto-reply, which sometimes beats the first one.
Is there a way to disable the initial "case nn is created" email if a topic is matched and an auto-reply is sent?