[Constellation CS '25] Email composer – is there an extension point to intercept the Send action (confirmation before sending)?

User Experience
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Hi all,

We’re assessing how to deliver Inbound Email on Constellation Customer Service '25 for a banking client. We’re deliberately designing for the Constellation way of working rather than porting their old UI-Kit screen one-to-one, so we’re open to adapting the requirement if there’s a better supported pattern.

The outcome we need (banking compliance avoiding mis-sent or wrong-content emails to customers): the agent must consciously confirm before an outbound email actually leaves. In their current UI-Kit build this is a confirmation step on Send.

What we’ve already explored:

  • The send goes through the Service REST sendemail endpoint (pxReplyV2), i.e. server-side, after the click : a confirmation would need to happen client-side before the POST.
  • We found no extension point that lets us intercept or wrap the Send button click in the composer.
  • The only far-fetched path we see is the GenAI response-review popup (the “Enable response review using GenAI” setting), which shows the agent’s email before sending - but we don’t think we can change the buttons/actions in that popup, and repurposing it would mean distorting the mechanism and re-localizing all its fields. Not a good idea.

Questions:

  1. Is there a supported extension point to intercept the Send action in the Constellation email composer (insert a confirmation step / custom validation before the email is sent)?
  2. If this isn’t meant to be customized, what is the recommended Constellation pattern to have the agent confirm before sending?

Thanks a lot!

2

@Kamil_Janeczek, @VikasRaidhan, apologies for the bulk tagging but your feedback would be extremely valuable

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Given the closed configuration for Email composer, these changes won’t be possible without direct product team’s help. ‘Enable response review’ hack is not worth it.

It is possible to have just the ‘Save draft’ button without ‘Send’ button and move the work item to a queue but here the same agent needs to click confirm. Intercepting ‘Send’ is not possible.

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Thanks for confirming the ‘Enable response review’ hack is not worth it.

5

By the way, @VikasRaidhan I am preparing for this client a complete analysis of their Inbound email needs mapped to the identified CS '25 extension points. If I get client’s approval to share that document, is this valuable information for you and your team to see a real use case of what clients need?

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Absolutely. This is exactly the kind of concrete client signal we need to drive product priorities. Please share if you can.

@surir, please note.