Question
Verizon Data Services
IN
Last activity: 5 Dec 2017 2:49 EST
Email chain in pega
How to achieve email chain while sending a correspondence .
Ex: Customer sent an email which got attached to the case , now while replying to the customer the buiness wants to reply on the same email which the user sent , so that the customer will understand that he has received the reply for the mail which he sent previously.
Is there a way we can achieve this ?
Pegasystems Inc.
IN
This capability has been added to pulse messages. Whenever you enable 'Email instantiation' of the case, an incoming email crates a top-level Pulse post related to work object. Using OOTB Pulse gadget business can then comment on that post to send mail to customer. The to and fro communication is linked to work object using Pulse message id embedded in email subject (M-).
Apart from Pulse, starting 7.3.1, email channel lets businesses cater to wider usecases related to customer communication via email.
Verizon Data Services
IN
In my case , I have the eml files attached to the case . The eml files contains the email convesration between business and users . Now while sending a correspondence to the customer the business wants to reply on top of one of the eml file such that the email correspondence will include the respective contents of the eml file . For getting the contents of the eml file , I am hitting a service which returns me the binary stream of the eml file . Is there something like this is 7.3.1 version.
Thanks,
Nikhil Kumar