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Adding a new email provider

Updated on May 30, 2022

When configuring an email account, you must select your email provider from a list available in the Account provider section. You can also configure your application to add an email provider that is not included in the default list.

Note: Pega Customer Decision Hub provides a built-in Custom provider type for easy configuration of less critical email accounts. However, the Custom provider type does not allow organizations to define custom headers. In addition, bounce and delivery events for emails sent from a Custom-type account are not recorded in interaction history. Because of that, for business-critical email accounts, it is a best practice to add a new email provider, as described below.
  1. In Pega Customer Decision Hub, create a new class with the parent class as PegaMKT-Data-EmailServiceProvider.
  2. In the email provider control panel, configure the webhook URL.
    Webhooks are callback URLs that are invoked when an event occurs. For example, a webhook is called when and email is delivered, or when it bounces. For more information about webhooks, see your email provider documentation.
  3. In Pega Customer Decision Hub, configure the required extension data transforms:
    This data transform is used to add custom headers to the email. It must populate the following properties:
    • CustomHeaderName - This is the custom header required by your email provider. Check the email provider documentation to get the header name.
    • IsESPClass – Must be set to true. This is used to indicate email provider classes.
    • Optional: CondenseHeaders – Set this property to true if your email provider requires additional processing of the headers.
    Example configuration of the SetupCustomHeader data transform
    You can use this data transform to add additional headers to the email. For more information, see Predefined ESP connector components.
    This data transform is required for the callback URL to bring in data from a webhook. It detects and normalizes email delivery and bounce events, so that they can be saved in interaction history.
  4. Define a service to process the email delivery and bounce events from the email provider.
    The service must invoke the NormalizeResponseData data transform, as well as the CaptureBounceInfo activity, as in the following figure:
    Example configuration of a service to process email events
    Bounced emails are recorded in the mkt_bounce_details interaction history table. Pega Customer Decision Hub records the customer ID, bounce time, bounce reason, and error message.
  5. Optional: If you want to record bounced emails in the customer's profile, ensure that the customer class has external mapping of an exposed column to the IsBounced property.

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