Question

2
Replies
399
Views
schos1 Member since 2018 8 posts
PEGA
Posted: 1 year ago
Last activity: 1 year 1 month ago
Closed

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.

Pega Customer Service Conversational Channels
Moderation Team has archived post
Share this page LinkedIn