how to add email sent out from email shape to pulse feed
Hello All,
In our applications, we sent out emails from email smart shape. This mail are related to case information or approvals.
Now users/customers reply to this mail with some information or looping other users.
As this mails were not sent out of pulse feed, so if they reply to this mail this content are not attached to pulse feed.
Is there any way that this mail will also get added to pulse to keep track of all collaboration within the case.
Thanks in advance
Cognizant Technology Solutions India Ltd.
ES
You can set an email listener and from the subject line you can parse the Case ID and put a pulse notification with mail as an attachment.
Pegasystems Inc.
IN
Hi @mahesh.k I'm from the product team that manages 'all things email' in platform and the problem similar to what you have described is what we are going to address pretty soon in future releases. Posting emails in pulse is certainly possible for which you will need to write some custom code like Tarini described in the post but it becomes increasingly complex to maintain.
@cholc anything to add here about chaining replies with 'Send email' shape?
CC: @tiwas
Infosys Ltd
IN
Hi Vikas,
Thank you for the update, yes it would be really great feature for our client and customers where today lot of context are missed due to non tracking on emails outside pulse.
Do you see it coming in 8.6 ? this will help us to plan upgrade
Thanks in advance
Pegasystems Inc.
IN
Hi @mahesh.k ,
1 ) Email account used to send notifications from a case is either "Default" or an email account with the name "<class-group-of-case>"
2) Create an email channel and add the email account used in (1) to the channel and save the channel. Make sure that the email listener associated with the channel is up and running.
3) Test your use case by send a notification from the case and responding to that email. You can see that the emails in the pulse of the service case.