Email improvements
The email channel has new features and improvements that are listed in the table below. As Email adoption arises, there is an increased demand for secure interaction across various parties' integrated views and the entire email life cycle management.
Email templates for email reply or email forward have category and template options
For replies to an email that relates to a service case or when forwarding an email to a third party for cross-verification, CSRs can now select a category, such as Request a statement copy or Report a lost or stolen card. They can also select a template, such as Clarification or Thank you. In addition to saving time for CSRs, this feature provides for standard best practices across the organization.
For more information, see Defining suggested responses for an Email channel.
Recent email displays at the top of the email list
With this release, CSRs can be assured that they are reading the most recent email in an email thread because it appears at the top of the list of emails. When you update an email from a member by either replying to it or forwarding the email, the latest email thread displays at the top of the email list.
The view is automatically refreshed so that the CSRs are notified of any new emails.
Notification of new email
A green line displays on the left side of new emails. The view is automatically refreshed so that the CSRs are notified of any new emails.
New email templates available for branding
In addition to the Pega Clear, Pega Classic, and Pega Cobalt out-of-the-box email templates provided by the platform, Pega Customer Service has included the Pega Clarity template for use when in outbound emails. You can also brand the templates with your organization's information so that the email is aligned with all the organization's communication.
For information on the templates and how to customize templates to fit your organization's needs, see Creating an email channel and Creating outbound email templates.
Security code in email body
With 8.6, Pega Customer Service includes an encrypted value (security code) in the body of an outbound email to link connected reply or forwarded emails, instead of using the case ID. You should not tamper with the security code because the communication links will be lost. A warning is displayed if the security code has been altered.
For additional information, see Use a secure threading mechanism in emails.
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