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Extending error handling in Pega Collections

Updated on September 10, 2021

When Pega Customer Decision Hub™ for Financial Services provides Collections treatments in the form of offers, the ProcessWaitingGenericFlow agent is responsible for taking actions defined on the offer flows. 

If your connection to the Collections application fails, this agent may also fail. Pega Customer Decision Hub for Financial Services has an inbuilt error handling activity extension point for connectivity issues. You are recommended to customize the HandleCollectionInteractionError activity, which currently is designed to send emails to the system admin and the CSR (both are configured to the same email address as Pega does not provide the CSR operator).

To take advantage of this functionality, perform the following actions:

  1. Update the email addresses and the email treatment content to what fits your implementation.
  2. Set the Notify parameter to true when calling this activity.
    This activity is referenced by the HandleCollectionInteraction activity. This activity is for notifying and handling edge case error scenarios. It is not expected to be invoked normally.
Note: Starting in version 8.5, Pega Customer Decision Hub is Pega's main solution for 1:1 customer engagement, combining the features available in previous versions of Pega Marketing™ and Pega Customer Decision Hub with many new features. Pega Marketing is no longer available as a separate product.
  • Previous topic Troubleshooting integration between Pega Customer Decision Hub for Financial Services and Pega Collections
  • Next topic Pega Collections contact strategy


Pega Collections 8.3 - 8.4 Pega Marketing for Financial Services 8.3 - 8.4 Pega Customer Service for Financial Services 8.3 - 8.6 Pega Customer Decision Hub for Financial Services 8.5

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