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Creating an email integration

Updated on July 22, 2021

To manage incoming and outgoing email in your application, create an email integration.

To set up an email integration, you must first create an email account. Email accounts hold the email server and connection details for receiving and sending email in your application. With the email account details, you can create the following email configurations:

  • To automatically create a case when you receive an email in your application, associate an email account with a top-level case type. When you configure email instantiation, you enable an email listener that monitors this email account. This configuration automatically generates service email rules.
  • To take advantage of advanced email configuration options for managing incoming email, such as using Pega Email Bot™ to create cases or configuring text analysis to route incoming emails, configure an email channel. This configuration automatically generates email listeners and service email rules.
  • To share information about a case with stakeholders, you can automatically send emails from a case, add case attachments to the email, and define the content of the email. You can also send case notifications to users, for example, to notify a user that a case has reached the approve/reject stage so that the user can decide whether to approve an application.
  • If you do not require advanced options for managing your email, such as using an email bot to route email messages, you can manually configure email listeners and service email rules in Dev Studio. Manual configurations are useful if you want incoming email messages to create or update cases directly.

For more information about the relationship between email listeners, service email rules, and email accounts, see Exploring email configurations.

  • Creating an email account

    Configure an email account to determine the email server and account details for receiving and sending email in your application. These accounts are used in the email listener and email channel to read emails and create or update cases, send automatic replies and notifications, and more.

  • Creating an email account in Dev Studio

    Configure an email account to determine the email server and account details for receiving and sending email in your application. These accounts are used in the email listener and email channel to read emails and create or update cases, or send automatic replies and notifications.

  • Creating an email listener

    To create or update cases from incoming email messages, configure an email listener in Dev Studio. Email listeners identify the listener, the email account name, the name of the mail folder to monitor, the message format of the incoming messages, and the email service rule to which to route messages. Use email listeners to provide the Pega Platform with the necessary information to route incoming email messages to an email service rule (Rule-Service-Email rule type).

  • Creating a Service Email rule

    To create or update cases from incoming email messages, configure a service email rule in Dev Studio. An email listener monitors an email inbox on a server that is identified by the details in an email account record. When messages arrive in that inbox, the email listener routes them to an email service rule.

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