Issue

In Pega Customer Service™ '25.1 on Pega Constellation, the Compose Email action is not implemented as a Case-wide action with a pyLocalActionName and an associated view. As a result, developers cannot customize the Compose Email interface within the standard Case-wide actions framework to meet business requirements. 

Symptoms and Impact

Developers who attempt to locate an out-of-the-box (OOB) Case-wide action rule and associated view for the Compose Email action — in order to customize its behavior for interaction Cases or service cases — find that no such rule exists in the application ruleset. 

Because the Compose Email action does not follow the standard Case-wide action pattern, the pyWorkPage context is not available when the action is invoked. This prevents developers from: 

1. Locating a pyLocalActionName-backed flow action to override or extend the Compose Email view. 
2. Applying view-level customizations (such as making the From address field read-only or defaulting it to a specific value) through supported OOB mechanisms. 
3. Enforcing field-level constraints on the email composer in a supported, upgrade-safe way. 

The impact is limited to development and configuration. End users can still use the Compose Email action in the Interaction Portal; the limitation affects only the ability to customize its view through the standard Case-wide action extensibility model. 

Steps to reproduce

1. Open App Studio for a Pega Customer Service application running on Constellation '25.1.x. 
2. Navigate to a service Case Type (for example, an interaction Case or any OOB service Case). 
3. Open Dev Studio and search for a flow action or view associated with the Compose Email Case-wide action for that Case Type.  
   • Result: No pyLocalActionName-backed flow action or associated view is found in the OOB ruleset for the Compose Email action. 
4. Attempt to locate the Compose Email action in the Case Type's Case-wide actions configuration in order to add a customized view.  
   • Result: The action is injected dynamically at runtime via the pyPopulateAdditionalCaseActions data transform and does not expose a configurable View or pyLocalActionName. 

Root Cause

The Compose Email action in Pega Customer Service '25.1 on Constellation is implemented as a UI event-driven action rather than a standard Case-wide flow action. When a CSR selects Compose Email from the actions menu, the Interaction Portal publishes a client event that opens the outbound email composer in the right-hand panel. This mechanism does not use the pyWorkPage context that standard Case-wide flow actions require, so no pyLocalActionName or associated Constellation view exists to customize. 

This is a product design gap, not a configuration error. The product team has acknowledged the limitation and will look to address it in a future release.

Solution

There is no supported local change that replicates the full standard Case-wide action customization pattern. 

Local Change (workaround) 

The pyPopulateAdditionalCaseActionsExt extension point can be used to control whether the Compose Email action is displayed for specific Case types. This does not enable view customization, but it does allow developers to suppress the action per Case Type where it is not needed. 

To control action visibility per Case type: 

1. In Dev Studio, locate the pyPopulateAdditionalCaseActionsExt Data Transform. 
2. Override it in your application ruleset. 
3. Add conditional logic to set the Context Class property to the current work object class using step-page parameters. 
4. Use this context to evaluate whether the Compose Email action should be added to the actions menu for each Case type. 

This workaround controls visibility only. It does not expose a view or allow field-level customization of the email composer.

References

Customizing the Email Channel 

Configuring email bot settings 

Email features