How customer response in email captured back to PEGA
When an email is sent out from PEGA with some offer with Accept/Reject or links.
Customer may click on Accept/Reject or on any other link in that email. How this click with customer response is tracked back to PEGA and responses are updated to tables, can someone please explain in details.
Thanks for your help on this.
Regards,
Suman Pyne.
***Edited by Moderator: Pallavi to update platform capability tags***
Pegasystems Inc.
IN
HI
It will be posted as Pulse note in the case. Please go through the below link for detail explanation :
https://community.pega.com/knowledgebase/articles/email-approval-enhancements-case-type
Areteans
SG
Hi Inakh,
Thanks for your response. However the link you shared is for case management approval process and the approvers will have operator ID in PEGA.
However in case I mentioned the Pega marketing program will send the mails to the numerous customers who will not have a pega operator id. So how their response will be updated to PEGA , since there is not case process involved here. Will there be any service call involved if yes which service and if no then what is the technical process.
Thanks,
Suman.
Pegasystems Inc.
IN
Hi Suman,
The Accept and Reject links have the Customer information like customer id and the offer information encrypted in the links url parameters. When the link is clicked, it hits a HTTP service in Pega Marketing which decrypts this information and identifies the customers and captures the response for him.
Hope this helps.
-Raghu