Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Configuring how the email bot handles a reply to forwarded emails

Updated on February 24, 2021

By defining additional processing in an activity, you can customize how Pega Email Bot handles a reply received from a third-party stakeholder of a forwarded email, to more closely fit your needs and requirements. As a result, the system becomes more robust and responsive to the business processes that you define for your application.

For example, you can configure your email bot to always send a copy of a received reply to a quality assurance assistant for further review.

To change how the email bot handles replies to forwarded emails, you override the pyResponseToForwardExtension activity rule for the Work-Channel-Triage class.

  1. Switch to Dev Studio.
  2. In the navigation pane of Dev Studio, click Records.
  3. Expand the Technical section, and then click Activity.
    Result: The system displays all the activity rules in your application.
  4. In the Activity Name column, click the Click to Filter icon.
  5. In the dialog box, in the Search Text field, enter pyResponseToForwardExtension, and then click Apply.
    Result: The system displays the pyResponseToForwardExtension activity on the page.
  6. Click the pyResponseToForwardExtension activity.
  7. In the pyResponseToForwardExtension activity rule, configure which methods, step pages, and parameters the system invokes to perform customization of a reply to forwarded emails.
    For more information, see Creating an activity.
  8. Save your changes by performing one of the following actions:
    • To save the rule that belongs to a locked ruleset to an isolated sandbox so that you can test your changes, click Private edit.

      For more information, see Performing a private edit.

    • To save the rule to a ruleset, click Save as.
  9. Switch back to App Studio.
  • Previous topic Adding the email bot reports dashboard to other portals
  • Next topic Configuring the email bot to display a user name in emails

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us