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Question

 Karthik Gangisetty (KarthikGangisetty)
Areteans Technologies

Areteans Technologies
AU
KarthikGangisetty Member since 2018 14 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
Closed

pxReply Not Considering whole Conversatoin

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***
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Pega Platform
Email
Other Industry
System/Cloud Ops Administrator

Posted: 3 years ago
Posted: 28 Apr 2021 2:17 EDT
Vikas Raidhan (VikasRaidhan)
PEGA
Senior Manager, Customer Service Email
Pegasystems Inc.
IN

@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. 

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Posted: 3 years ago
Posted: 28 Apr 2021 2:32 EDT
Vikas Raidhan (VikasRaidhan)
PEGA
Senior Manager, Customer Service Email
Pegasystems Inc.
IN

@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. 

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