[Constellation CS '25] Inbound Email & Email content area – can attachment links be restricted/flagged by file type (PDF only)?

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 (security/compliance on inbound attachments): agents should only be able to open or download trusted attachment types (PDF in this case) while other types (e.g. .p7s, .xlsx) are blocked, ideally with a clear cue to the CSR.
For information only (not necessarily to be reproduced as-is): in the current UI-Kit build, non-PDF links are disabled and a warning is shown (“at least one of the attached documents cannot be downloaded”).

What we’ve already explored:

  • Hiding attachments based on their type when loading the D_pxEmailThreads content (Report Definition pyGetAllAttachments + the Attachment category configuration).
  • Blocking opening at the security layer (ABAC/RBAC on Link-Attachment / Data-WorkAttach), which makes the api/application/v2/attachments call fail but obviously that happens after the click and surfaces only a generic failure.
  • We found no way to add visual cues in the content area: conditionally disable the link for non-PDF types, or warn the agent before they click.

Questions:

  1. Can the attachment rendering in the email content area be configured or extended to disable/hide links by file type (PDF only)?
  2. Is there a supported way to surface a warning for blocked/unsupported attachment types?
  3. If not customizable, what is the recommended Constellation pattern to restrict which attachment types an agent can open?

Thanks a lot!

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

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I don’t think disable link would be possible. We either disable all or none based on whether the email is spam but that is not the usecase here.

4

Thanks for the hint on spam. It does not address ths particular need but I’ll check the behavior of spam.

5

Sure. Pega does not have an OOTB spam detection but you can plug in a third party spam detection via activities. pyDetectSpam activity lets you do that and set parameters which alter the email processing behavior downstream. To test, you can just set the param in this extension to mark email as spam.

6

  1. No — the content area only supports enabling or disabling all attachment links together; it does not support filtering or hiding links by individual file type, so a PDF-only rule isn’t achievable directly in the rendering.

  2. No — no separate warning feature exists either. The only related control, marking an email as spam, does not show any message to the agent; it simply removes attachment access altogether when triggered.

  3. Since per-type filtering and warnings aren’t supported, the closest available pattern is the all-or-nothing spam control. Since Pega has no built-in spam detection, you connect a third-party spam detection tool through the pyDetectSpam activity extension, which lets you set parameters that change how the email and its attachments are handled afterward. You can test this by manually setting that parameter to mark a message as spam.