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schos1 Member since 2018 8 posts
PEGA
Posted: June 26, 2019
Last activity: July 19, 2019
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How does Pega Customer Service handle email replies

We are implementing Pega CS 8.2. For the email channel we use email replies. We have a couple of questions:

1. We dont see that when the customer replies back to the agent, the agent is notified. There should be something somewhere OOTB that handles this I guess. Where?

2. What is the best practice with regards to the interaction when you are waiting for the reply? We have decided to wrap up the interaction. When a reply comes in, a new interaction will be started that relates to the previous interaction.

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