Pega send mails to agents outlook via Email channel integration
We have configured an Email channel interface to create interaction and email cases when an email received to a particular SMTP server. We have encountered a scenario where Pega is creating an Interaction when email receive to SMTP server and Pega sends a copy of the email to agent who work on particular case. As per our requirement we don't want agents to receive a copy of email since we are tracking everything using Pega. Any one has come across this scenario or any suggestion to stop sending copy of the email to agents.
We are using PegaCRM 7.31 on Pega 7.3.1
***Edited by Moderator Marissa to add SR Details***