Conversation
newfold digital
IN
Last activity: 16 Sep 2025 6:25 EDT
Customization of compose email screen
In order to achieve Below requirements as we unable to find the OOTB views to customize , and we also seeking help in implementing this in best possible way .
Requirement:
We have a requirement to mimic the OOTB Send Email widget and extend it with the following fields:
- A Dropdown Field
- Template Selection Dropdown
- Same screen we must use for reply email screen also . (From email Widget)
- As part of workflow, we need to send email ( We need to have same view in the flow action) then we need to refresh the email thread widget so that email thread needs to be displayed. Once we click on the reply to icon from the email thread it must launch our customized view above mentioned fields .
Pegasystems Inc.
IN
@SrinivasNallavelli what Pega version are you on? 24.2 onwards, we show email conversations as soon as CSR sends the email. We also have a way to extend template dropdown to add templates of your choice which are not restricted to email channel. The view is shipped as is and cannot be modified. Please let us know the business problem you are trying to address so we can recommend alternate ways or add that to product roadmap.
newfold digital
IN
we are using 24.2.2 .
Our requirements are
1- Create interaction ->Select Customer-> Compose email ( not OOTB email Fields , we have custom requirement to select template based on some dropdown fields selection)
2- once email has been sent, display that email in the email thread
3- Again agent wants to send email , agent we click on the "reply " icon and it has to launch Email composer screen ( which is customized )
4- once submitted , case has to be routed to specific workbasket ( based on business logic )
Problem here is :
Point-1 : we are able to achieve by building our own UI
Point-2 : we are able to form the email thread, but not able to bring that into UI unless we close and open the case. need more dynamic way to refresh to email widget.
Point-3: once we click on reply icon from email widget , it is opening OOTB email Composer we which want to customize to add more fields to it . this is the main requirement and facing problem to achieve this .
thanks in advance
Pegasystems Inc.
IN
@SrinivasNallavelli from the description you posted, it looks like the only specialization you need is the dropdown selection. Is it possible to categorize templates into different categories, that way you won't need extra dropdown. I'd advise against creating your own outbound email flow because it gets really complex on replies. Email triage or Interaction case is not created on first reply but when end-user sends reply, those cases are created.