Sending emails during a phone call interaction

1. In the navigation pane of Pega Customer Service, click Create, and then click Demo Pop: Steve Smith,verified.
   
2. Click Accept.
   
3. In the Summary pane, to the right of a customer name, click Actions icon, and then select Compose email.
   
4. In the Compose window, complete the following fields, and then enter the text of your message in the text box:

   Field	Purpose
   Email account	The email account that you want to use.
   To	The address of the person intended to receive the email.
   Subject	A short description of the reason for the email.
   Response templates	A custom template for your email message. You can add more templates on the Behavior tab of your Email Channel, in the Email Templates section.

5. Optional: To attach a file to the email, click the Choose files icon.
6. Click Send.
   

After you send an email, the system displays the message and customer replies in the right pane of the interaction view for tracking and reference, as shown in the following figure:

Sending emails during a phone call interaction streamlines communication and enhances the customer experience through real-time information sharing. By following a clear, guided process within the Interaction Portal, customer service representatives can efficiently compose, send, and track emails, which helps them address customer needs promptly and professionally.