Outbound emails overview
Customer service representatives benefit from communication tools that integrate with workflow processes. Pega Email Bot™ provides outbound email capabilities that enable agents to send targeted messages directly from the interaction interface.
Outbound emails scenarios
You can send outbound emails in the following scenarios:
- From a phone call interaction. The system displays messages and customer replies in the right pane of the interaction view for tracking and reference.
- From a Service Case during a phone call interaction. This scenario gives you the following options:
- Use the Action option to send an email.
- Use the Send Email smart shape to send an email.
The system displays messages and customer replies on the Email conversations tab.
- From a Service Case from an email interaction using the Send Email smart shape. The system displays messages and customer replies in the right pane of the interaction view for tracking and reference.
Note: To track Service Case emails when using the Send Email smart shape, enable the pyCanTrackServiceCaseEmails When Rule and configure the Send Email process shape for Case Types.
Use Pega Email Bot to streamline outbound communications and improve customer engagement. By selecting the appropriate scenario and configuration, you ensure the tracking and integration of messages in the Case workflow for better visibility and service continuity.
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