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Understanding Response Received connectors

Updated on August 4, 2022

Use the Response Received connector to denote the Flow path to take when a response is received for a particular action. This is typically used as a connector originating from a Send Email or Send SMS shape after an action email or SMS is sent to a customer.

Pega Customer Decision Hub

This connector should be used in tandem with the Wait Expired connector, as shown below:

In the Flow depicted above, the System puts the action in a wait state for the duration specified (5 days). If no response is received within this wait duration, Flow execution will resume along the Wait Expired path. However, if a response is received before the wait duration has expired; the action will instantly get out of the wait state and go down the Response Received path.

Note: The ability of the system to go down the Response Received path is tied to the built-in response mechanism for Email and SMS treatments. Refer to Embedding a Response Link in the Treatments chapter for adding this mechanism to Email treatments. For SMS treatments, this mechanism is handled via the configuration of Inbound SMS accounts. For more details, refer to Configuring an Inbound SMS Account in the Email and SMS Accounts Configuration chapter.

To add a Response Received connector to a Send Email or Send SMS shape:

  1. Enable Wait on the shape and configure the wait duration. Then, draw a connector from the shape to the backing shape for your Wait Expired action. The system will automatically create the Wait Expired connector for you.
  2. Draw a second connector from the shape to the backing shape for the Response Received path. Open this connector’s properties panel and select ResponseReceived as the value for the Flow Action smart prompt and provide a suitable Name for the connector (e.g. Response Received).

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