Configuring comprehensive tracking for Service Case emails

To track and append email replies to emails sent using the Send Email smart shape in your application, configure the Email Channel to use the same email account for both sending and receiving messages. This must match the one used for sending emails with the Send Email smart shape, whether it is the default account or a class Work Group email account. Using the same email account ensures that the system correctly associates and adds replies to the original email thread.

When you configure comprehensive tracking for your Email Channel, workflow-generated emails are displayed in chronological order. These emails are shown alongside those from customers, customer service representatives, and other stakeholders.

The pyCanTrackServiceCaseEmails When rule controls whether Service Case emails are tracked and displayed in the application. When this rule is enabled, for example, by setting its condition to Always, the system includes workflow-generated emails in the interaction thread and ensures that they are visible across different views, such as Interaction Portal and case details. This allows the application to consistently capture and present email communication related to Service Cases.

To enable this tracking, update the pyCanTrackServiceCaseEmails When rule:

1. In the navigation pane of Infinity Studio, click App, and then click Records.
2. Expand the Decision section, and then click When.
   
3. In the list of When Rules, in the Name column, click the Click to Filter icon.
4. In the dialog box, in the Search Text field, enter pyCanTrackServiceCaseEmails, and then click Apply.
   
5. In the list that is displayed, click the pyCanTrackServiceCaseEmails When Rule.
6. In the pyCanTrackServiceCaseEmails When Rule, click the Advanced tab.
7. In the first row, in the second field, enter Always.
8. Click Save as, and then override the extension of the pyCanTrackServiceCaseEmails When Rule in your application Ruleset.
   

Configure the Send email process shape for your Case Types:

1. Edit a Send email process shape for a Case Type. In this scenario we select File a complaint.
   
2. In the Send email shape configuration:
3. In the Send to list, select Field.
4. In the second field, enter .pyWorkParty(Contact).pyEmail1
5. Select the Send a common email to all recipients checkbox.
6. In the Subject field, enter "Your U+ Bank dispute "+ .pyID +" needs your attention"
7. In the Message list, select Custom, and then click Compose.
   
8. In the Compose message window, enter the text of your message in the text box, and then click Done.
   
9. Click Save.
   

Comprehensive tracking ensures that all Service Case emails are visible across interaction types and Case Views. By configuring the Send Email smart shape and enabling the appropriate When rule, you help the system maintain accurate email threading. This setup improves visibility, auditing, and continuity in customer communications.