JALUVANN Member since 2015 2 posts
Posted: 1 year ago
Last activity: 1 year 1 month ago

Email response creates new email channel case and does not append the response to the original case


We have multiple channels Phone, Email & Chat configured in our application. Application built on top of CS. We have an issue with send correspondence. For email channel cases, we are using OOTB ET case email window to send the emails & same ET case is capturing the responses as long as the Interaction case is open.

In the case of Phone / Chat channels send correspondence is the only option. When we get response to these emails

  • System treating the responses as new emails (as there is no ET case) and creating new email channel case. Expected behavior is to append the response to the original case.

Requirement is to have same behavior for all channels.

Pega Customer Service Conversational Channels
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