Customer Service Outbound Calling from an Email-Initiated Case

User Experience
1

I’m looking for guidance on whether this is a supported Customer Service pattern or whether I am approaching it incorrectly.

Business Scenario

A customer or prospect sends an email that is processed through Agentic Email.

The email may come from:

  • A known customer
  • An unknown customer/prospect

If the sender is unknown, we may create a customer/contact record as part of the process, but that is not the primary challenge.

Agentic Email creates an inquiry case based on a customer request and routes it to an Operations user. The user must first research the inquiry, review customer and case information, and document findings within the case. Once the research is complete, the user needs to place an outbound call to the customer or prospect to gather additional information, provide guidance, or confirm next steps before the case can be resolved.

Business Need

I’m am using Customer Service in this scenario is to leverage outbound calling, interaction management, Amazon Connect integration, and Voice AI capabilities. I do need the users to work a fully featured case.

With the case process, the user will have steps that involve performing research, investigations, reviews, or other back-office work before engaging the customer. During that process, the user needs access to the same type of information and experience they would expect in a Platform case, including multiple tabs, related information, supporting data, and the ability to document findings prior to contacting the customer.

Once the research is complete, the user needs to place an outbound call to the customer or prospect from within the current case. Once the call has been connected, the experience should include Voice AI to capture the conversation and help drive downstream case work.

Desired Workflow

  1. A customer or prospect sends an email.
  2. Agentic Email creates a Customer Service Interaction and an inquiry case.
  3. The user opens the inquiry case and performs research using all relevant case data, supporting information, and tabbed views available within the case.
  4. The user documents findings and determines that customer outreach is required.
  5. The user initiates an outbound call to the customer or prospect without having to leave the case context.
  6. Once connected to the customer, Voice AI captures:
    • The call transcript
    • Conversation summaries
    • Entity extraction
    • Suggested updates
    • Information that can help populate case fields
  7. The user finalizes and resolves the case.

The overall goal is to use Pega Customer Service, Amazon Connect, and Voice AI for a back-office or operations use case, rather than only for a traditional contact-center CSR scenario.

What Works Today

  • Amazon Connect is integrated with Customer Service.
  • Inbound calls work.
  • Voice AI works when the Interaction originates as a voice interaction.
  • In a Web Messaging Interaction, I can use the Interaction actions menu and select Initiate phone call.

What I Cannot Get Working

  1. Agentic Email creates an Interaction and an inquiry case.
  2. If I navigate to the Inquiry case (what has been routed to the user), I have no context of the Interaction case that was originally created.
  3. If I navigate to the Interaction case, I see the Inquiry case and can click on that; however, I lose all of the relevant data that is under the tabs within the case.
  4. If I try and make an outbound call from either the Interaction case or the Inquiry case, a new interaction appears and I navigate away from the inquiry Case I am working on (or the Interaction case the Inquiry case is tied to).

Questions

  1. Is there a recommended Customer Service pattern for this flow?

Email → Case Created  Research Steps within Case → Outbound Call → Case continues with Voice AI

  1. Can an Email Interaction expose an Initiate phone call action similar to Web Messaging, and if so, where is that action configured?
  2. Has anyone successfully implemented outbound calling with Amazon Connect and Voice AI from an email-initiated Customer Service workflow?
  3. Am I missing a configuration step, or is this the expected behavior for email Interactions?

Any guidance, screenshots, architectural recommendations, or examples would be greatly appreciated.