Email Triage system in Pega Platform 24.2.0
To ensure seamless communication and accurate case management, the Email Triage system intelligently associates user replies with their original triage cases. This helps maintain full context and continuity throughout the conversation.
A three-tiered identifier system is used to match replies to the correct triage case, in the following order of priority:
• Message-ID (Header-Based Matching)
Every email contains a unique Message-ID in its header. When a user replies, the In-Reply-To or References header typically includes this ID, allowing the system to trace and link the reply to the original message thread.
• Tracking Code (Body-Based Matching)
A system-generated tracking code is embedded in the body of each email. This ensures reliable case identification even if the subject line or headers are modified by the user.
• Case ID in Subject (Subject-Based Matching)
The subject line includes a case identifier (For example, ET-12345). If user replies without altering the subject, the system directly associates the response with the corresponding triage case.
Matching Sequence
When a reply is received, the system attempts to match it with an existing triage case by following the below sequence,
- First, the system checks for a valid Message-ID match.
- If not found, it looks for a valid tracking code in the email body.
- Finally, it checks the subject line for a recognizable case ID.
This layered approach ensures high accuracy in reply-to-case mapping, even when users modify parts of the email.
Example Scenario
Step 1: User Sara Connor sends an email to the email bot requesting a postal address change.
Step 2: A Customer Support Representative (CSR) needs more information and replies to SaraConnor’s email.
Step 3: When SaraConnor responds with the requested details, her reply includes one or more of the above identifiers.
Step 4: The system uses these identifiers to locate the original triage case and update it with the new reply content, ensuring the case remains up-to-date and contextually complete.
Configuration Steps
On Pega Platform 24.2.2, clients can create a new email triage case for every end-user reply regardless of existing thread associations by following the configuration listed below.
1.Update the pyDoHeaderCheckValidity When Rule
Modify the rule to always return True. This make sures that the system proceeds with header validation logic for every incoming reply.
2.Customize the pyIsHeaderCheckValid activity
In this rule, set the Param.IsHeaderCheckValid parameter to False and exit the transform immediately. This bypasses the default header-based thread matching, allowing each reply to be treated as a new case.
3.Remove the tracking code from Outbound email and case ID from Subject.
To remove tracking code: Update the pyEmailAckTemplate_<template> Correspondence and remove the pyEmailThreadIdentification paragraph from it.
To remove CaseID from subject: Unselect the Display case ID in subject option in the respective email channel.