Sending emails from a Service Case from an email interaction using the Send Email smart shape

1. In the navigation of Pega Customer Service, click My open emails.
   
2. Click Get next email.
   The Interaction Portal opens the Case and displays the request from a customer.
   
3. In an email interaction in the Interaction Portal, begin a Service Case by clicking Add case.
4. In the Add case list, select a Case Type.
   In this scenario select File a complaint.
   
5. Click Go, and then click Submit.

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.

Using the Send Email smart shape during an email interaction helps you track and access all customer communications in the Service Case. This approach supports consistent follow-up and improves the overall service experience.