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Configuring how the email bot handles a reply to forwarded emails

By defining additional processing in an activity, you can customize how Pega Email Bot handles a reply received from a third-party stakeholder of a forwarded email, to more closely fit your needs and requirements. As a result, the system becomes more robust and responsive to the business processes that you define for your application.

For example, you can configure your email bot to always send a copy of a received reply to a quality assurance assistant for further review.

To change how the email bot handles replies to forwarded emails, you override the pyResponseToForwardExtension activity rule for the Work-Channel-Triage class.

  1. Switch to Dev Studio.

  2. In the navigation pane of Dev Studio, click Records.

  3. Expand the Technical section, and then click Activity.

    The system displays all the activity rules in your application.
  4. In the Activity Name column, click the Click to Filter icon.

  5. In the dialog box, in the Search Text field, enter pyResponseToForwardExtension, and then click Apply.

    The system displays the pyResponseToForwardExtension activity on the page.
  6. Click the pyResponseToForwardExtension activity.

  7. In the pyResponseToForwardExtension activity rule, configure which methods, step pages, and parameters the system invokes to perform customization of a reply to forwarded emails.

    For more information, see Creating an activity.
  8. Save your changes by performing one of the following actions:

    • To save the rule that belongs to a locked ruleset to an isolated sandbox so that you can test your changes, click Private edit.

      For more information, see Performing a private edit.

    • To save the rule to a ruleset, click Save as.
  9. Switch back to App Studio.

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