Sander Schouten (schos1)
Principal Business Architect - Pega Consulting
Pegasystems Inc.
schos1 Member since 2018 8 posts
Posted: June 26, 2019
Last activity: July 19, 2019
Posted: 26 Jun 2019 6:49 EDT
Last activity: 19 Jul 2019 11:06 EDT

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, This thread is closed to future replies. Content and links will no longer be updated. If you have the same/similar Question, please write a new Question.