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Configuring Pulse email notifications

Updated on January 28, 2022
Applicable to Hybrid mode applications

Inform users in real-time about updates to their Pulse conversations by sending email notifications. In Pulse, you can choose to receive emails when another user references you, likes your messages, posts on your profile, posts comments on a conversation in which you participate, or posts a comment on a case that you follow. As a result, you enhance communication and speed up case resolution.

For example, when team members have a Pulse conversation about preparing a loan offer for a VIP customer, each member can receive email notifications about any activity in the conversation. To save time, users can also reply to Pulse messages by sending an email.
Before you begin: Define how users want to receive notifications. For more information, see Setting notification preferences. Receiving Pulse notifications by email helps users resolve cases more quickly, because users can exchange information directly from their email inboxes without logging in to an application. In the example of preparing a loan offer, a user can receive email notifications when:
  • Other users post Pulse messages in the case.

    If the message includes an attachment, the user receives the attachment in the email.

  • Other users reference the email recipient in a Pulse message.
  • Other users like a message sent by the email recipient.

To resolve the case more quickly, the user can respond to Pulse messages by replying directly to the Pulse notification from their inbox, without logging in to an application. Pulse then displays the response as a message in the conversation. To provide more context and information, the user can include an attachment in their email, that an application attaches to the Pulse message.

You can enable users to receive and respond to Pulse email notifications by performing the following actions:

Configuring an email account for Pulse notifications

Applicable to Hybrid mode applications

To notify users about any activity in their Pulse conversations by email, configure an email account to process Pulse notifications. As a result, users can immediately know about new Pulse messages in cases that they follow, replies to their messages, and when other users reference them in Pulse comments. Immediate exchange of information can help users resolve work faster.

For example, if a customer service representative (CSR) posts a Pulse message with a question about the maximum loan amount that a customer can receive, and references a manager in the message, the manager receives an email that contains the message and can immediately respond to the question.
  1. In the header of Dev Studio, click CreateIntegration-ResourcesEmail Account.
  2. In the Short description field, briefly describe the purpose of the email account.For example: Enter Notify about Pulse.
  3. In the Account Name field, enter PulseNotifications.
    Note: You can have only one account with the name PulseNotifications in the system.
  4. Click Create and open.
  5. Configure the email account as appropriate.
    For more information, see Configuring outbound email in App Studio.
  6. Click Save.
What to do next:

Configuring Pulse notifications on additional email accounts

Applicable to Hybrid mode applications

Enhance and categorize communication in your organization by creating multiple email accounts to send email notifications about Pulse messages. Consequently, users can quickly understand the context of the message, and as a result, process their work faster.

For example, you can configure an email account, such as [email protected], to send Pulse emails from the HR Services application, or [email protected], to send Pulse emails from the Sales Automation application, so that users can quickly identify which application sends the notification.
Before you begin: Create an email account for your application. For more information, see Configuring outbound email in App Studio.
  1. Copy the pyPulseNotificationsEmailAccount data transform that belongs to the Pega-Social ruleset, to your application ruleset:
    1. In the navigation pane of Dev Studio, click Records.
    2. Expand the Data Model category, and then click Data Transform.
    3. Click Create.
    4. In the Label field, enter a new name for the rule.
    5. In the Add to ruleset list, select your application ruleset.
    6. Click Create and open.
  2. On the Definition tab, in the Source column for the Param.PulseNotificationsEmailAccount target, enter your email account name, as in the following figure:
    Data transform for additional email accounts
    Sample configuration of data transform for sending Pulse notifications from an application-specific email account
  3. Click Save.

Enabling users to respond to Pulse email notifications

Applicable to Hybrid mode applications

Enhance communication and accelerate work processing by enabling an option to reply to Pulse messages by email. When users can post Pulse messages without logging in to an application, information exchange is faster and more convenient, and as a result, cases reach resolution faster.

For example, in a sales automation scenario, a Pulse discussion occurs about converting a prospect to a customer in a case. A sales person can quickly add comments to a post and attach a related document by replying to an email notification, without logging in to the application.
Before you begin:

Users can receive Pulse notification emails in cases that they follow and for which they choose to receive notifications. Users also receive emails when other users reference them in Pulse posts, or like their posts. You can allow users to quickly post attachments or text as replies by responding to emails instead of logging in to the application.

When users reply to emails, Pulse immediately fetches replies from Outlook, Gmail, Yahoo, iPhone, and Android email clients.

Note: Users cannot post replies to Pulse by responding to the email notifications that they receive when other users like their messages.

To enable users to respond to Pulse email notifications, you need to create a relevant service package in your application, copy an existing service email rule and adjust it to your needs, and then create an email listener.

  1. Create a service package in the application ruleset:
    1. In the header of Dev Studio, click CreateIntegration-ResourcesService Package.
    2. In the Short description field, briefly describe the purpose of the service package.For example: Enter Pulse email replies.
    3. In the Service Package Name field, enter a label for the service package.For example: Enter PulseEmailReplies.
    4. Click Create and open.
    5. In the Context section, in the Processing mode list, select an option that matches your application, depending on whether your application is stateless or stateful.
    6. In the Service access group field, enter the access group of your application.
      Ensure that the access group that you want to use can access service methods.
    7. Clear the Requires authentication checkbox to bypass authentication and allow Pega Platform to invoke service methods.
    8. To use TLS/SSL for service REST rules that belong to this service package, select Require TLS/SSL for REST services in this package.
      For more information, see Setting the context of a collection step.
    9. Select the Suppress Show-HTML checkbox.
    10. Click Save.
  2. Create a service email rule by copying an existing rule:
    1. In the header of Dev Studio, click ConfigureIntegrationServicesService Definitions.
    2. Expand Service Email in package PulseEmailService class PegaSocial-Message.
    3. Click pzCreatePulseReply.
    4. Click Save as.
    5. In the Label field, enter a new name for the rule.
    6. In the Customer Package Name field, enter the name of the service package that you created in step 1.For example: Enter PulseEmailReplies.
    7. In the Customer Class Name field, enter a service class name.
    8. In the Add to ruleset list, select your application ruleset.
    9. Click Create and open.
    10. In the Primary Page section of the Service tab, ensure that the Primary page class field stores the PegaSocial-Message value.
    11. In the Service activity section, ensure that the Activity name field stores the pzPostReplyFromMail value.
    12. On the Request tab, ensure that the Message header and Message data sections store the same values as the pzCreatePulseReply service email rule.
    13. On the Response tab, ensure that the value of the Message type list is None to avoid receiving blank emails when users reply to Pulse emails.
    14. Click Save.
  3. Create an email listener rule:
    1. In the header of Dev Studio, click CreateIntegration-ResourcesEmail Listener.
    2. In the Short description field, describe briefly the purpose of this listener.
    3. In the Listener Name field, enter a label for the listener.
    4. Click Create and open.
    5. On the Properties tab, from the Startup option list, select the appropriate option for running the listener, depending on your requirements.
      For more information about creating email listeners, see Creating an email listener.
    6. In the Email Account field, enter the email account for the listener that you use for sending emails with Pulse notifications.
    7. In the Service information section, in the Service package field, enter the service package that you created in step 1.
    8. In the Service class field, enter the name of the service class name that you entered in the Customer Class Name field in 2.
    9. In the Service method field, enter the name of the service email that you created in 2.
    10. On the Processes tab, ensure that the No Attachments checkbox is cleared, so that attachments can be sent to email replies.
    11. Click Save.
What to do next: Manage your listeners in Admin Studio. For more information, see Managing listeners.

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