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Methods for integrating attended automations with your application

Updated on October 19, 2022

You can source automations in your application through flow actions or by means of data pages.

Flow action integration

Use the flow action method to automatically collect information from a legacy system before displaying it to the user by means of a preprocessing action. You can also retrieve information from a user before sending it to the automation logic for further processing in other applications through a postprocessing action. The following figure shows the flow action method and the preprocessing and postprocessing actions:

Configuring preprocessing and postprocessing actions in a flow action
Configuring preprocessing and postprocessing actions in a flow action.

This figure shows the following activities:

A - Running an automation to update the user address

B - Forwarding the data to other applications in the system

Note: The Flow Action integration has a 60-second timeout that you cannot increase. This timeout prevents users from waiting for a prolonged period of time for the automation to load the screens.

Preprocessing automations

You can run automations from a flow action to retrieve information from an application that is running on a user's desktop and display that information in a window in your application.

For example, when a customer service representative (CSR) accepts a call from a customer, an automation runs on the CSR's desktop. The automation retrieves the customer information (for example, the address, name, phone number, and so on) from a legacy application that is running on the CSR's desktop and displays the account number and related information in the Pega application.

Postprocessing automations

You can run a postprocessing automation to send information that users enter in your application to the applications that are running on the user's desktop.

For example, a postprocessing action can send the updated address to another application running on the CSR's desktop. In another example, a customer can dispute a transaction in your application. A postprocessing action can send such dispute details as the transaction name or dispute reason to a legacy application.

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