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Email improvements

Updated on April 16, 2021

The email channel of Pega Customer Service 8.5 features several improvements.

Pega Customer Service Release Notes
Attach a digital signature to an outbound email message

A Customer service representative (CSR) can now personalize their outbound email messages by uploading a digital signature and having it automatically appear at the end of their outbound email messages. This feature is similar to the use of digital signatures in other email clients in which CSRs can also upload images.

For more information about performing this task, see "Uploading digital signature for outbound email messages" in the Pega Customer Service Implementation Guide on the Pega Customer Service product page.

Note: In release 8.5, this feature is not included in the insurance application.
Floating email message composer window

You can now move the email message composer window horizontally and vertically to accommodate your work in a customer interaction by selecting the Enable window floating email check box in the Agent productivity configuration settings. This makes the whole Interaction Portal, including the Knowledge Management pane, visible to CSRs.

To use this feature, you must also select the Default only option in the Email message composer size for CSRs field.

Detect entities from all interactions in the email thread and map to the case fields

Previously, the mapping of entity information to a case occurred only during the first email of the interaction between the CSR and the customer. Now, Pega Customer Service discovers and maps entity information from customer email messages that are part of the same interaction to the case fields.

This automatic entity-to-case field mapping saves time for the CSR and ensures that the copy and paste generates no errors.

Complete list of work baskets availablePreviously, Pega Customer Service administrators could only route cases to application work baskets. Now, upon customer request all work baskets for an organization can be made available. Administrators can then be assured that a case is being worked on by the appropriately skilled workers.
Get urgent email cases

Customer service representatives (CSRs) might not see email case assignments when they click the View email cases icon and view My Open Emails in the manager portal. CSRs can now click Get next email to access the next unassigned email case in the Inbound correspondence work basket.

Given that CSRs might have a number of unresolved email cases in their queue, they can now filter the open email cases in My Open Emails. A new drop-down list provides three menu options:

  • Most urgent
  • Most recent
  • Unread
Simplified email panel

The CSR email panel is now easier to use. After you open an email, click the drop-down arrow to the right of the sender's name to quickly display important information such as the subject, the category, and the date that the email was sent. The subject and the sentiment are now prominent, and the details have been moved to the More actions menu.

The More actions menu at the top right of the CSR email panel has been expanded to include showing or hiding of entities such as account number and address information.

New email widgetsThree new email report widgets are available that provide you with operational insight into your email channel processing:
Email interactions over time
Reports the total number of emails, the number of emails that generated automatic case creation by the system, and the number of emails that required a manual response and case creation by a CSR.
Email automation trend
Reports how many cases were automatically created, how many replies were automatically sent, and how many cases were automatically created which also included an automatic response.
Email automation impact by case
Reports the number of times that cases were created automatically and the number of times that cases were created manually.

To add the widgets to your dashboard, follow the steps in Adding a widget to your dashboard.

Automatically send intake and resolution notifications for cases created with the new case type templateNew case type templates and some out-of-the-box case types (see the Pega Customer Service Implementation Guide for a list of case types) include the new, optional Send intake and Send resolution notifications that you can modify.

For example, the Account Address Change case type now automatically generates intake and resolution notification emails. When customers contact a CSR to change their address, they automatically receive intake notification and resolution notification emails. Both types of notification email include the service case ID. The intake notification also includes relevant Knowledge management articles with the email.

For more information, see "Modifying the Send intake and Send resolution notifications" in the Pega Customer Service Implementation Guide.

Email templates for outbound emails have category and template options

For outbound emails from a case, CSRs can now select a category, such as Request a statement copy or Report a lost or stolen card. They can also select a template, such as Clarification or Thank you. In addition to saving time for CSRs, this feature provides for standard best practices across the organization.

For more information, see Defining suggested responses for an Email channel.

Note: In release 8.5, this feature is not included in the insurance application.
Send outbound email from the service case

Improve CSR efficiency by sending outbound email from an existing service case by clicking More actionsSend email. CSRs can engage with customers in the same way as they do with incoming email and can attach documents or information to the service case. If the CSR opens a service case from a worklist or through a search, the email threads are also available.

Note: In release 8.5, this feature is not included in the insurance application.

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