Pega Automated Email Notifications using same interaction case in the customer service
We have a requirement to send email notification to client using the Pega Interaction cases in customer service framework. And we need to send a reminder and follow up email notifications using the same email thread with in the same Interaction case, to send the further automated notifications. There is no direct way that we could find using the Pega CS documentation. Need alternative solutions to resolve the issue.
HCA Healthcare
US
You can send automated follow-up and reminder emails in the same email thread by manually reusing the original email's headers. When the Interaction case starts, capture the Message-ID and Thread-Index from the incoming email. Then, store those values in a data page or a case property. For follow-up emails, use a timer with a Wait shape or a Job Scheduler to trigger the email, and make sure the outgoing email includes those same headers. This helps email clients group the messages in the same thread. Use the SendEmailNotification activity and customize it to set the headers using a data transform. Since Pega doesn’t directly support email threading in Interaction cases, this approach helps maintain continuity in the email conversation