Email replies on Email Bot clashes with customer's auto respond email

General
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1

Hi,

We’ve developed an application with Email Bot. While customer sets an automatic response in their email, Pega creating new cases for that as the subject line is changing. As its creating new case then auto reply is again sent to customer from pega. Then its again creating a case for customer’s automatic response. This is like a loop action. Any one know how to handle this? Appreciate your response!

Thanks,

Durga.

2

Hi @DurgaR87

I see you are on v8.4

You may try using DSS - Pega-IntegrationEngine.Email/AutoReplySubject. Try providing as many subjects as possible and see if it works out.

If it doesn’t then the other option is to write custom code to

  1. Use text analytics (create a auto response detector model) to identify of its an auto response - If yes then stop Auto reply from Pega email service using when conditions

  2. See for headers like x-autorespond, precendence, x-precendence, auto-submitted etc. in the incoming email - If yes then stop Auto reply from Pega email service using when conditions

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3

@Tanay Kumar Bal Thank you for your response!

We have customized the auto replies by pyPreTriage Flow. Will that DSS work for this scenario also?

Thanks,

Durga.

4

@DurgaR87

Ideally it should, even if you have customized the Auto reply. If not then try plugging additional custom logic in your auto reply flow.

5

@Tanay Kumar Bal

Thank you! I’ll try this way…

6

@Tanay Kumar Bal

Hi,

Can you please tell me is this DSS contains ignore or Equals ignore? Do I need to give the exact subject line?

7

@DurgaR87 its contains.