Compose email action enabled in configuration, but not available for Email channel Interaction

General
1

Hi everyone,

we are using Pega Customer Service with Constellation and have enabled the following configuration setting:

Enable outbound email = true

According to the setting description, the Compose email option should be displayed in the action menu of a Service Case.

This works in our application, but only when the Interaction channel type is set to Outbound Call. In that case, the Compose email action is available, but the Interaction is displayed with a phone/call icon.

However, when we set the Interaction channel type to Email or every other, the Compose email action disappears from the action menu.

Our use case is:

  • we manually create an Interaction

  • we want to use the Compose email action

  • the Interaction should be represented as an email interaction, not as a call interaction

  • therefore we would like to use Channel type = Email/Research, but still have the Compose email action available

My question is:

Is there an OOTB configuration option or recommended approach to make the Compose email action available for Interactions with Channel type = Email/Research?

Any guidance would be appreciated.

Thanks in advance!

2

Hi Suzana, good question. ‘Compose email’ option is meant for cases where a call is going on between end user and CSR and during that call CSR wants to send an email to the caller. It is avalable in both Outbound and Inbound calls and also on Service cases where a back office worker may initiate the conversation with other parties.

This option is not available in ‘Email’ channel because there is already a UI available to send emails on the right hand side. Providing too many options will confuse the CSR and also disturb the email chain. Please note that ‘channelType = Email’ is an internal construct and diverts the execution to Email/AgenticEmail channel specific actvities so you should not use this type for any custom channel type you want to introduce.

Having said that, if you create a custom interaction type, it should be possible to make this option available, might need to change some internal conditions.