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 Karthik Gangisetty (KarthikGangisetty) Areteans Technologies
Areteans Technologies
AU
KarthikGangisetty Member since 2018 8 posts
Areteans Technologies
Posted: Apr 27, 2021
Last activity: Oct 19, 2021
Posted: 27 Apr 2021 11:58 EDT
Last activity: 19 Oct 2021 7:41 EDT
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pxReply Not Considering whole Conversatoin

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Hi Team

We are using pxReply to send replies from interaction portal. But its only considering the main conversation mail but not whole conversation history.

 

Thanks in advance.

 

***Edited by Moderator: Pooja Gadige to add capability tag***
Pega Platform Email Other Industry System/Cloud Ops Administrator
Posted: 2 years ago
Posted: 28 Apr 2021 2:17 EDT
Vikas Raidhan (VikasRaidhan) PEGA Senior Manager, Software Engineering, Customer Service Digital
Pegasystems Inc.
IN
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@KarthikGangisetty   can you provide more details? What do you mean by not considering the whole conversation history? If there are n conversations in email case, OOTB outgoing reply composes email with nth, n-1th and 1st reply. If you are on latest versions of Pega platform, this can be changed. 
Posted: 2 years ago
Posted: 28 Apr 2021 2:32 EDT
Vikas Raidhan (VikasRaidhan) PEGA Senior Manager, Software Engineering, Customer Service Digital
Pegasystems Inc.
IN
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@KarthikGangisetty   if you are on 8.5 and later version, you can also try changing the outgoing reply template - https://community.pega.com/knowledgebase/articles/conversational-channels/85/changing-email-reply-template-email-bot

 

This template was added to generate Outlook style replies with full conversation history. You have plenty of options to customize as well to give your organization's branding. 

Karthik Gangisetty

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