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Enabling users to respond to Pulse email notifications

Users can receive Pulse emails on cases that they are following and for which they choose to receive notifications. Users also receive emails when other users reference them in posts or like their posts. You can allow users to quickly post attachments or text as replies by responding to emails instead of logging in to the application.

For example, in a sales automation scenario, a Pulse discussion about converting a prospect to a customer is occurring on a case. A sales executive can quickly add comments to a post and attach a related document by replying to an email without logging in to the application.

When users reply to emails, Pulse immediately fetches replies from Outlook, Gmail, Yahoo, iPhone, and Android email clients.

Users cannot post replies to Pulse by responding to the email notifications that they receive when other users like their messages.
  1. Ensure that you have configured an email account from which to send notifications:

  2. Create a service package in the application ruleset:

    1. Click Create Integration Resources Service Package .

    2. Enter a short description and name for the service package.

    3. Click Create and open.

    4. In the Service access group field, enter the access group of your application. Ensure that this access group is configured to access service methods.

    5. Clear the Requires authentication check box to bypass authentication and allow the Pega Platform to invoke service methods.

    6. Select Suppress Show-HTML.

    7. Click Save.

  3. Create a service email rule by copying an existing rule:

    1. In the header of Dev Studio, click Configure Integration Services Service Definitions .

    2. Expand Service Email in package PulseEmailService class PegaSocial-Message.

    3. Click pzCreatePulseReply.

    4. Click Save as.

    5. Enter a name for the rule in the Label field.

    6. In the Customer Package Name field, enter the name of the service package that you created in step 2.

    7. Enter a service class name in the Customer Class Name field.

    8. Select your application ruleset from the Add to ruleset list.

    9. Click Create and open.

    10. In the Primary Page section of the Service tab, ensure that PegaSocial-Message is entered in the Primary page class field.

    11. In the Service activity section, ensure that pzPostReplyFromMail is entered in the Activity name field.

    12. On the Request tab, ensure that the Message header and Message data sections are populated with the same values as the values for the pzCreatePulseReply service email rule.

    13. On the Response tab, ensure that None is selected from the Message type list to avoid receiving blank emails when users reply to Pulse emails.

    14. Click Save.

  4. Create an email listener rule.

    1. Select Create Integration Resources Email Listener .

    2. Enter a short description and listener name.

    3. Click Create and open.

    4. On the Properties tab, from the Startup option list, select the appropriate option for running the listener, depending on your requirements. If you select Node based startup, you can find the node ID on the clipboard by clicking System Pages pxProcess and viewing the pxSystemNodeID.

    5. In the Email Account field, enter the email account for the listener. You can use the same account that you used for sending emails.

    6. In the Service information section, in the Service package field, enter the service package that you created in step 2.

    7. In the Service class field, enter the name of the service class name that you entered in the Customer Class Name field in step 3.

    8. In the Service method field, enter the name of the service email that you created in step 3.

    9. On the Processes tab, ensure that the No Attachments check box is cleared so that attachments can be sent to email replies.

    10. Click Save.

  5. Use Admin Studio to start the email listener. For more information, see Managing listeners and the help.

  • Configuring Pulse email notifications

    In Pulse, you can choose to receive emails when another user references you, likes your messages, posts on your profile, posts comments on a conversation in which you are involved, or posts a comment on a case that you are following, provided that your application is configured to send emails.

  • 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.

  • 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).

  • Managing listeners

    Use Admin Studio to manage listeners to debug and trace any problems with listener activity. You can view lists of available listeners. and associated nodes. You can also start, stop, restart, and trace listeners.

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