What's new for email
The email channel has the following new features and improvements.
Saved draft of email
When CSRs reply to emails, they can now save a draft of the email, then perform other tasks related to the case or unrelated cases, and then return to finish and send the draft email. Sometimes, when CSRs reply to several emails while working on cases, they might not save an email in progress because they start to respond to other emails for other cases. They now receive a notification that prompts them to save the email as a draft, continue writing the email, or discard the email.
For example, while working on a case, a CSR wants to forward an email to a third-party stakeholder to check for availability on a specific item. After spending significant time writing this email, they realize that they need to request more information from the customer before forwarding the email to the third-party stakeholder. With this new feature, they can save the composed email for the third-party stakeholder as a draft by using the Save button.
The CSR can continue to write the draft email after receiving the requested information from the customer.
Email usability and performance improvement
CSRs can now quickly troubleshoot email delivery issues after they send or forward emails with an invalid email address to customers or other stakeholders. Pega Customer Service version 8.7 detects this situation and alerts the CSR. When the CSR clicks Recipient, the application displays a notification.
The following figure shows an email delivery failure notification when an email address was not found by DNS:
A CSR now knows if there are undelivered messages that are related to an interaction case with the new Open-DeliveryFailed status.
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