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Support Article

CC and BCC are unavailable in Smart Email



On receiving an email, the CC and BCC fields do not display on the Reply UI. This occurs when using the Pega email channel interface.

Error Messages

Not Applicable

Steps to Reproduce

  1. Create an email channel in the Customer Service application using Channels and Interfaces. This creates an Interaction when an email is received.
  2. Open the interaction and reply to the email. The CC and BCC fields do not display. 

Root Cause

Smart Email does not support CC and BCC.


The CC and BCC fields are currently not supported and is being considered as an enhancement in a future Pega release.


Published July 23, 2018 - Updated October 8, 2020

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