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Eddie Moczygemba (eddie.jm)
PEGA
Sr. Release Support Engineer
Pegasystems Inc.
US
eddie.jm Member since 2011 3 posts
PEGA
Posted: May 13, 2021
Last activity: 1 week 5 days ago
Posted: 13 May 2021 15:46 EDT
Last activity: 11 Jun 2021 11:43 EDT

disable initial "case xx is created" email notification for email interaction

I created an email channel in Pega Customer Service 8.5.3. I am using intelligent routing to send automatic replies when a topic is matched. It works brilliantly. However, I am getting two emails: 1) a "case nn is created" email, and 2) the auto-reply, which sometimes beats the first one.

Is there a way to disable the initial "case nn is created" email if a topic is matched and an auto-reply is sent?

***Edited by Moderator Marissa to update Platform Capability tags****
Pega Customer Service 8.5 Conversational Channels