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Question

 Prathap Reddy (PR................)
Coforge DPA
Prathap Reddy
Coforge DPA
IN
PR................ Member since 2012 5 posts
Coforge DPA
Posted: Aug 12, 2019
Last activity: Aug 13, 2019
Posted: 12 Aug 2019 6:53 EDT
Last activity: 13 Aug 2019 6:56 EDT
Closed

unable to send automatic replay to the same email in the pega cs frame work

Hi Team,

we are using pega 8.2 version with pega cs frame work.we configured an email channel interface ,when customer sends a mail to the defined email box ,listener reading the mail and creating a incorr case.When we are automatically sending reply to the customer the response is going as a new mail rather than reply to the same mail.Any thoughts on it please.

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Posted: 5 years ago
Posted: 13 Aug 2019 6:56 EDT
Sravani Mojjada (SravaniM17389555)
Virtusa

Virtusa
IN

Hi,

The Response will be sent as a new mail only. 

It's like an acknowledgment to the user that a case is created. 

In the response received, a case ID will be present. If you open the case ID in the interaction portal, then the Email sent will be displayed. 

The replies from the interaction portal will be added as reply to the mail. 

Let me know if you have any queries. 

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