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.

Users cannot post replies to Pulse by responding to the email notifications that they receive when other users like their messages.

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 Andriod email clients.

1. Ensure that you have configured an email account from which to send notifications.

   • If you have not configured an email account, create the PulseNotifications account. See Configuring Pulse email notifications
   • By default, the system looks for the email account with the name PulseNotifications to process emails. All applications in the system use this account to process emails. If you want to configure a different email account for your application, see Configuring Pulse notifications on additional email accounts.

2. Create a new service package in the application ruleset.

   Complete the following steps.

   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 the Suppress Show-HTML check box.

   7. Click Save.

3. Create a service email rule.

Complete the following steps.

1. Open the pzCreatePulseReply service email rule.

   1. Select Designer Studio > Integration > Services > Service Definitions.
   2. Expand Service Email in package PulseEmailService class PegaSocial-Message.
   3. Click pzCreatePulseReply.

2. Click Save as.

3. Provide a name for the rule in the Label field.

4. In the Customer Package Name field, enter the name of the Service Package that you created in step 2.

5. Provide a service class name in the Customer Class Name field.

6. Select your application ruleset from the Add to ruleset list.
7. Click Create and open.
8. In the Primary Page section of the Service tab, ensure that PegaSocial-Message appears in the Primary page class field.

9. Click the Response tab and ensure that None is selected from the Message type list to avoid receiving blank emails when users reply to Pulse emails.

10. Click Save.

4. Create an email listener rule.

Complete the following steps.

1. Select +Create > Integration Resources > Email Listener.

2. Provide a short description and listener name.

3. Click Create and open.

4. In 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 you created in step 2.

7. In the Service class field, enter the name of the service class name you provided 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. Click the Processes tab and ensure that the No Attachments check box is cleared so that attachments can be sent to email replies.

10. Click Save.

5. Start the email listener.

   Complete the following steps.

   1. In Designer Studio, select Systems > Operations > System Management Application.
   2. Select the node from which to start the listener.
   3. Click Listener Management.
   4. From the Available Listeners list, select the Pulse email listener that you created.
   5. Click Start.

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