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 Suman Pyne (sumanpyne)
Accenture

Accenture
IN
sumanpyne Member since 2009 17 posts
Accenture
Posted: December 26, 2018
Last activity: January 3, 2019
Posted: 26 Dec 2018 4:23 EST
Last activity: 3 Jan 2019 2:32 EST
Closed

How customer response in email captured back to PEGA

When an email is sent out from PEGA with some offer with Accept/Reject or links.

Customer may click on Accept/Reject or on any other link in that email. How this click with customer response is tracked back to PEGA and responses are updated to tables, can someone please explain in details.

Thanks for your help on this.

Regards,

Suman Pyne.

***Edited by Moderator: Pallavi to update platform capability tags***​

Pega Marketing Case Management
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Posted: 2 years ago
Posted: 2 Jan 2019 22:42 EST
Suman Pyne (sumanpyne)
Accenture

Accenture
IN

Hi Inakh,


Thanks for your response. However the link you shared is for case management approval process and the approvers will have operator ID in PEGA.


However in case I mentioned the Pega marketing program will send the mails to the numerous customers who will not have a pega operator id. So how their response will be updated to PEGA , since there is not case process involved here. Will there be any service call involved if yes which service and if no then what is the technical process.


Thanks,


Suman.
Posted: 2 years ago
Posted: 3 Jan 2019 2:32 EST
Raghukiran Shankhawaram (shanr2)
PEGA
Director, Marketing &LMMS
Pegasystems Inc.
IN

Hi Suman,


The  Accept and Reject links have the Customer information like customer id and the offer information encrypted in the links url parameters. When the link is clicked, it hits a HTTP service in Pega Marketing which decrypts this information and identifies the customers and captures the response for him.


Hope this helps.


-Raghu