Skip to main content

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

Configuring email treatments

Updated on March 19, 2021

The Subject field allows the user to specify the subject for the email. The email subject can be static text, a property reference, or an expression which combines both static text and property references.

Pega Customer Decision Hub Pega Customer Decision Hub Pega Customer Decision Hub Pega Customer Decision Hub Pega Customer Decision Hub Pega Customer Decision Hub

The user can also utilize the Key Code field to specify a code for the Email Treatment. This code can be used by downstream functionality, such as the Send Email shape in the action canvas.

When the Track Email Open Rate checkbox is enabled, the system automatically captures email opens (impressions) in Interaction History. This setting is enabled by default in a new Email Treatment.

The Email Treatment Editor enables the user to design high quality treatments to send to customers. This editor supports two modes of editing:

  • Design – This is the default editing mode. In this mode, users can enter free-form content and use a wide array of editing tools to format this content. To apply formatting to content; select the content first and then, use the formatting icons to update the content’s format.
  • Source – This mode is for advanced users and provides direct access to the source HTML for this treatment. In this mode, the formatting icons are disabled.

Users can switch between the two modes above by toggling the Source button:

The editor also includes an array of buttons to insert content (such as links, images, properties, etc.) into the treatment:

Two of the buttons in this array are essential in designing effective customer-focused treatments. These are further outlined below.

Extending the email treatment form with custom properties

If the default list of fields available on the email treatment form does not contain a property which you require, edit the EmailTreatments Decision Data rule used by the treatments.

For more information, see Managing Decision Data rules in Pega Customer Decision Hub. Any new properties you add to the form are automatically available for all previously created treatments.

Embedding Relevant Data

Relevant data can be embedded into the treatment via the Insert Property button:

Examples of this data include customer information, action details, etc.

Upon clicking this button, the Property Parameters dialog can be configured to embed the necessary data field. In addition to specifying the name of the field to be embedded, users can also specify:

  • Format – Reference to a Format rule that determines how this field should be formatted.
  • When – Reference to a When rule that determines whether this field should be displayed or not.

Note: When an SMS message contains embedded fields, the character count is an approximation of the message length. Each embedded field counts as 15 characters towards the character count for the message.

Previewing Included Sections

The Show the preview of included section checkbox (at the bottom of the Email Treatment editor) enables users to preview sections inline in the editor.

Testing the Email Treatment

The Test Message tab on the Email Treatment provides an easy way to test the look and feel of the Email Treatment when it is actually delivered.

The following options are available for configuring the test message:

  • To – Recipients of the test email. Select either Test Recipients or Seed List.
    • Test Recipients - Enter list of recipients. Each entry can either be the Operator ID of an existing user in the system or a valid email address. If the operator ID is entered, operator information such as the name and email is populated as the customer data and the test email is sent to the operator’s email address.
    • Seed List - Select a predefined Seed List as the intended recipients of the test email. The data for each seed is populated as the customer data and is visible (if referenced) in the test email. In this case, the Email 1 column in the Seed List (.pyEmail1 property) specifies the email address to which the test email is sent. Refer to the Seed Lists chapter for information on configuring a Seed List.
  • Subject – Enter the subject for test email.
  • Test Account Settings – Specify Email Account settings for the test email.
    • Use Default Email Account - Select this option to use the Default outbound Email Account.
    • Specify Email Account - Select this option to specify the outbound Email Account to use for delivering the test email. Specify the account name in the Account field.
    • From/Reply To: Use Email Account Settings - Select this option to use the sender’s name and reply-to address that is configured on the Email Account being used.
    • From/Reply To: Use Operator Settings - Select this option to use the name and email address of the current operator for these values.
    • From/Reply To: Override Account Settings - Select this option to specify the sender’s name and reply-to address for the test email. Specify these values in the From and Reply To fields.

After the test message has been configured, it can be sent via the Send Test Message button.

Upon clicking this button, the Email Treatment is saved and the test email is sent to the specified recipients. The status of the test is displayed.

Any errors in the test delivery are displayed in case of a failure. These can be corrected and the test email can be resubmitted for delivery.

Configuring email treatments for actions which are grouped together as a bundle

When designing Email Treatments for bundles, the user needs to consider the type of the bundle. A typical Email Treatment for an action bundle includes an overall description of the bundle and details for each of its members. Additionally, based on the bundle type, response links can be provided at the bundle and/or the member level.

The top level BundleTemplate Email Treatment is provided as an out-of-the-box sample.

This treatment includes the following salient pieces of a bundle Email Treatment:

  • Bundle name - References the .OfferData.BundleName property
  • Response link for bundle – Added using the Insert Button functionality
  • Impression capture - References the RecordImpression section. With bundles, it is typical to include the impression capture section at the parent level.
  • Member details - References the BundleTemplate section. This section uses the BundleOfferMembers page list property to display the member actions in a grid with accept and reject response links for each member.

    The BundleOfferMembers property is populated at runtime to contain details of the various bundle members. This can be used in dynamic containers such as the repeating grid. Users can also make static references to member actions in this page list. For example, to display the name of the first action in the bundle, reference the .BundleOfferMembers(1).OfferData.pyName property.

    Another common usage pattern is to update the grid in the BundleTemplate (or equivalent) section at the top level (PegaMKT-Work-Offer) to include a sub-section for displaying relevant action information, say MemberOfferDetails. Users can then create a top-level version of this section to serve as a base for all member actions. To customize the details for a particular issue or group, the user simply needs to override the details section in the appropriate issue or group class.

Identifying customers who open or respond to email treatments

Identity matching occurs when users open and respond to marketing emails sent via the application.

The following associations are captured when a customer opens a marketing email (handled by the IMPR service):

  • CustomerID to UniqueID
  • CustomerID to Email Address
  • CustomerID to IP Address
  • UniqueID to Email Address
  • UniqueID to IP Address

The following associations are captured when a user clicks on a response link in a marketing email (handled by the PORE service):

  • CustomerID to UniqueID
  • CustomerID to IP Address
  • UniqueID to IP Address

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