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How outbound email works

Summary

When configured correctly, the standard flow correspondence feature sends email messages generated by flow processing to operators and to work parties who are external to your organization. An email account (Data-EmailAccount) object holds information about the server and user account. An agent activity in the Pega-ProCom agent uses the information from the email account object to send outgoing email and Short Message Service text messages.

Use the Email Accelerator to configure outbound email accounts.

Email accounts

 Email account objects have two keys:

  • Name – by convention, use the name of the work object’s work pool (classgroup)
  • Type – by convention, specify the string “Notify”

The flow correspondence feature is implemented by a set of standard activities and rules. The activity Work-.getEmailSenderInfo looks for an email account with a Name that matches the classgroup of the work object and the Type set to Notify. If the activity does not find a match, it uses the standard email account named Default.Notify instead.

Configure the standard email account named Default.Notify so it is valid for your system. That way the activity will always find an account. If different applications need to use different email accounts, use the name of the application’s classgroup (work pool) as the name of the email account so the standard activities will find it. For example: HomeLoan.Notify.

Note: The form for an email account data object includes a tab named "Incoming". Prior to V5.3, this tab was used to configure email accounts that managed incoming email. The Incoming tab remains on the form to support backward compatibility but you should use email services to manage incoming email.

Correspondence rules

The email messages generated during flow processing are created from email correspondence rules. These rules are instances of Rule-Obj-Corr that have their correspondence type set to Email.

You write standard messages in the correspondence rules and then standard notify and utility activities such as Work-.Notify and Work-.CorrNew and flow actions to call them at the appropriate places in your flows.

When correspondence processing creates email correspondence, it stores the following information in the standard email message header named Thread-Topic: the subject, the work object ID, and the correspondence ID.

Correspondence processing queues the messages or documents to be emailed in the Assign-Worklist queue. The Pega-ProCom agent activity named SendCorr runs every 30 seconds and processes all the correspondence in the Assign-Worklist queue.

For more information about correspondence rules and correspondence processing, see the Correspondence page.

Next Steps

Continue to: Before you begin configuring email

Return to: About Email 


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