Question
Lantiqx Systems India Private Limited
Lantiqx Systems India Private Limited
IN
Lantiqx Systems India Private Limited
Posted: Jun 12, 2024
Last activity: Jun 27, 2024
Last activity: 27 Jun 2024 4:44 EDT
Pega email BOT
Hi I have a requirement for the Pega email bot that addresses how to handle emails from the same sender:
- New Emails: If a new email arrives from an existing email address, the bot should create a new case instead of updating an existing one.
- Reply Emails: If a reply email is received for a previously processed email (identified by the sender's email address), the bot should update the existing case associated with that email.
Please let me know if you have any questions or require further clarification. Thanks in advance. Regards
Prasad
***Edited by Moderator Marije to change type from Pega Academy to Product***
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Posted: 8 months ago
PEGA
Pegasystems Inc.
IN
@Prasad Reddy Muddam can you explain your usecase a bit. The whole thing seems counterintuitive to me. The way I read your query is this -
Upon receiving an email, based on sender address, you want to either create new case or append reply to an existing case even though subject of emails may be different. You want to chain emails based on sender/customer and not based on message id or thread id of that email.