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Correspondence Overview


Correspondence features of PegaRULES Process Commander provide businesses with the ability to customize and generate outbound email, faxes, printed letters, telephone text messages, and other notifications automatically or with user intervention.

What is Correspondence? | Key Features & Attributes | Terminology | Additional Information

What is Correspondence?

Most businesses depend on quality correspondence with customers, employees, application users, agencies, and others to establish a shared understanding of transactions, assignments, or other arrangements. PegaRULES Process Commander provides facilities for application designers to create multiple types of correspondence using standard, out-of-the-box rules and templates. You may also create your own customized rules and templates.

As a designer, you can build correspondence from multiple paragraph rules and fragments, allowing re-use of smaller pieces such as headers, footers, or body text across many correspondence rules. Depending on business requirements, correspondence may be generated automatically using information stored in the application, or a user may interactively determine the type and content of the specific correspondence. When correspondence is generated, the flow adds an item in a queue for a background process known as an agent. On a periodic schedule, the agent connects with an email server to send the email out. 

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Key Features & Attributes of Correspondence

Multiple Types of Correspondence

Type refers to the medium by which a piece of correspondence is sent. You select the required correspondence type when you create the correspondence rule. Four standard types of correspondence are available:

  • Email
  • Fax
  • Mail (letter)
  • Phone Text


As a developer, you construct business correspondence from correspondence rules, paragraph rules, and correspondence fragment rules that may be re-used across multiple correspondence items. The correspondence rule is a container that organizes the component or fragment pieces in the appropriate order using JavaServer pages (JSP) tags.

The rule is sometimes known as a template. Correspondence fragment rules and paragraph rules hold re-usable content, code, or logic. The following example is a paragraph rule. You can reference the paragraph rule in multiple correspondence rules (as well as other types of rules).


Editing and formatting

Under the Corr tab of the correspondence rule form, you enter the contents and formatting of your correspondence.

  • Rich text editing features allow you to specify font, add bullets, change justification, include HTML links and images, and more.
  • You can include the value of properties from the clipboard, such as pxRequestor.pxUserName, as in the example below.

  • You can edit in design mode Corr Design Button or use HTML mode to display the HTML and JSP tags.


  • Process Commander's JSP library offers tags used to insert references to properties and other rules, and to insert other logic. For example, pega:include can identify a paragraph rule or correspondence fragment rule. The text and markup from the rendered rule are combined in the generated correspondence. Other commonly used JSP tags used in correspondence are pega:when for conditionalizing whether a portion of the rule is processed or ignored, and pega:reference which displays the values of properties.

Auto-generated or User-specified Correspondence

You can configure your flow to generate the same piece of correspondence (other than assignment notifications) to send to the same work party for every work item created. For example, a credit card company may generate an email to the cardholder each time a PIN number changes. The flow can be configured to obtain all required information automatically from the application, then send the email without operator intervention. In situations where necessary information for the correspondence is not yet available within the application, the flow can prompt the user for input.


Because some documents are sensitive, complex, or otherwise require review or approval before being sent, your application can require correspondence verification by another user at a certain point in a workflow. For example, a bank may require verification of certain correspondence, such as issuing a refund to a customer. Verification implies that an additional individual must verify, or authorize, the action before the work item can continue through the flow. On the correspondence rule form, you can select Verify from the After Create drop-down list to add this step to a flow.

Ability to Edit and Preview Correspondence

Within the correspondence rule, you can easily control whether users can display or edit the generated correspondence. You can make the desired selection from the User Edit drop-down list when configuring the correspondence rule. If allowed, the correspondence will display and/or be editable at the appropriate point in the flow.

Email and Attachments

As a developer, you can build management of inbound and outbound email into your application. You can configure flows to send email to any of the work parties identified in your application, including those external to your organization, such as customers or vendors. You can also:

  • include digital signatures to verify the sender identity in outbound correspondence.
  • generate attachments for inclusion in emails.
  • encrypt outbound messages for security purposes.
  • monitor and route incoming messages according to defined business rules.
  • interact with Microsoft Outlook.
  • use Directed Web Access to send email that allows an external user to execute an assignment.
  • configure error handling for problem email messages.

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Important terminology

Agent: An internal background process operating on the server that periodically runs activities to perform tasks such as sending email.
Correspondence activity: Used when a piece of correspondence is to be sent automatically, allowing the application to configure and generate the required correspondence.
Correspondence flow action: Used when a human operator is required to specify what to send or who to send correspondence to.
Correspondence Fragment rule: A rule that holds reusable content, such as text for an email message, and contains markup or logic that may be assembled using a correspondence rule.
Correspondence rule: Serves as the main template for generated correspondence. Used to assemble your correspondence pieces into correspondence templates.
Email landing page: Allows you to configure how your system will receive inbound email and send output email.
Correspondence Type: A form of outbound communication that can be generated from within a work flow, including email, fax, mail (letter), and phone (text message).
Paragraph rule: Part of the User Interface. Used to provide read-only text in correspondence. Can be referenced in harness, section, or flow action rules.
Utility: An activity to run at a point in a flow to perform automated processing without a user assignment.
Work Party Role: Identifies the role that a work party plays within a work item.
Work Party: A person, organization, or business that is involved in some way with the progress or status of a work item. Correspondence can only be sent to people identified as work parties.

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Additional information

Article Correspondence reference | August, 2007

Article How to create correspondence rules that prompt users for input | August, 2007

Article How to create correspondence fragment rules | August, 2007

 About Paragraph rules | June, 2010

Article How to configure flows that generate automatic notification messages | August, 2007

Article How to configure flows that automatically generate correspondence | August, 2007

Article How outbound email works | March, 2008

Article How to send an email as a Short Message Service message (PhoneText) | February, 2007

 Working with PDF Forms and Documents | August, 2006

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Pega Platform 7.1.1 - 7.4 Project Manager Business Architect System Architect System Administrator UI/UX Specialist Case Management
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