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Nipun Mathew (NipunM37)

NipunM37 Member since 2018 2 posts
Posted: January 16, 2019
Last activity: September 3, 2019

Pega's design view behind Email Channel & Interface and Interaction case & OOTB Email Triage case.

Our Application is running on Pega platform version 7.3.1 & Customer Service framework version 7.3.1

An Email Channel Interface is implemented using Channels and Interfaces. When an email is received in the configured email account then the listener reads it and creates an OOTB ET- case for it and as the application is on CS framework, the ET- case creates an I- case in CS stack.

As we understand the ET- case is expected to stay in background and I- case is to be worked upon by user. Email content is maintained in the ET- case and the email content in the ET- case to be fetched & displayed with in I- case as an embedded component enabling user to view & reply. The reply also to be saved in ET- case but should be fetched and displayed in I- case. When the I- case is wrapped up then the ET- case also to be resolved in the background.

What is Pega's design view behind these 2 cases to carry out an interaction life cycle? Is our understanding in-line with Pega's design view?

Appreciate your thoughts & comments..

Pega Customer Service Conversational Channels Case Management
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