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Question

 Durga Ramesh (DurgaR87)
Capgemini Technology Services India Ltd

Capgemini Technology Services India Ltd
IN
DurgaR87 Member since 2019 17 posts
Capgemini Technology Services India Ltd
Posted: Sep 17, 2021
Last activity: Dec 31, 2021
Posted: 17 Sep 2021 4:31 EDT
Last activity: 31 Dec 2021 3:57 EST
Closed
Solved

Email replies on Email Bot clashes with customer's auto respond email

Hi,

 

We've developed an application with Email Bot. While customer sets an automatic response in their email, Pega creating new cases for that as the subject line is changing. As its creating new case then auto reply is again sent to customer from pega. Then its again creating a case for customer's automatic response. This is like a loop action. Any one know how to handle this? Appreciate your response!

 

Thanks, 

Durga.

***Edited by Moderator: Pooja Gadige to add platform capability tag***
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Pega Customer Service for Communications 8.4
Case Management
Conversational Channels

Accepted Solution

Posted: 3 years ago
Updated: 2 years ago
Posted: 17 Sep 2021 6:09 EDT
Updated: 31 Dec 2021 3:57 EST
Tanay Bal (Tanay Kumar Bal)
Maantic Inc.

Maantic Inc.
IN

Hi @DurgaR87

I see you are on v8.4

You may try using DSS - Pega-IntegrationEngine.Email/AutoReplySubject. Try providing as many subjects as possible and see if it works out.

If it doesn't then the other option is to write custom code to 

1. Use text analytics (create a auto response detector model) to identify of its an auto response - If yes then stop Auto reply from Pega email service using when conditions

2. See for headers like x-autorespond, precendence, x-precendence, auto-submitted etc. in the incoming email - If yes then stop Auto reply from Pega email service using when conditions

DSS

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  • Sanjib Maji Vikas Raidhan Durga Ramesh Roberto Burgos
Posted: 3 years ago
Posted: 17 Sep 2021 7:10 EDT
Durga Ramesh (DurgaR87)
Capgemini Technology Services India Ltd

Capgemini Technology Services India Ltd
IN

@Tanay Kumar Bal  Thank you for your response!

We have customized the auto replies by pyPreTriage Flow. Will that DSS work for this scenario also?

 

Thanks,

Durga.

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