Q: Do we need to send anything else other than InteractionID to Email Service Provider (ESP) for us to process the response back from ESP?
Pega Expert Answer: There are a few key elements that need to come back in response in addition to the InteractionID. You need issues/group/action and rank (if you sent out more than 1 action in one decision).
Question 2
Q: If an end user clicks on a treatment more than once, how many times is it recorded in Interaction History?
Pega Expert Answer: We capture the response as many times as it comes in. We do also have a unique count when it’s for the same interaction/issue/group/action.
When integrating Pega Customer Decision Hub with an Email Service Provider, the response back from ESP must include more than just the InteractionID; it should also include the issue, group, action, and rank so Pega can correctly map the customer response to the right decision. This ensures the system knows exactly which treatment was interacted with. If a user clicks on the same treatment multiple times, Pega records each click in Interaction History as it happens. However, it also maintains a unique count at the level of the same interaction, issue, group, and action to avoid duplication in reporting. This approach ensures both accurate tracking of behavior and clean analytical data for decisioning.