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Changing the email reply template for the email bot

Updated on July 22, 2021

When Pega Email Bot™ replies to a user by email, the system uses a default reply template that displays a Pega logo. You can change the default template so that the email bot displays only text in the email body of the reply, or configure the template further to display a logo for your organization and use another style for the text.

By modifying the reply template, you customize the email bot for your organization to fit your needs and requirements so that your company is more visible to your customers during an email interaction. For example, you can change the default template so that the email bot displays text in the reply in a standard Microsoft Outlook style.
  1. Switch to Dev Studio.
  2. In the navigation panel of Dev Studio, click App, and then search for the Work-Channel-Triage class.
  3. Expand the Data ModelData Transform section for the Work-Channel-Triage class, and then click pySetEmailBotReplyTemplate.
  4. On the Definition tab of the pySetEmailBotReplyTemplate data transform rule, in the Source column for the Param.ReplyTemplate target, enter the following text in double quotation marks: "pyEmailReplyTemplate"
    By default, when the email bot uses the template, the system displays only text in the email body.
  5. Click Save.
  6. Optional: To modify the pyEmailReplyTemplate rule to also include a company logo and use a different style in the email body, perform the following steps:
    1. In Dev Studio, search for the pyEmailReplyBody rule and then open the rule.
    2. In the rule, in the HTML source area, modify the code to fit your needs.
      For example: Define code to display an image of a logo for your organization.
    3. Click Save.
  7. Switch back to App Studio.

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