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Enabling users to respond to Pulse email notifications

Updated on December 13, 2022
Applicable to Hybrid mode applications

Enhance communication and accelerate work processing by enabling an option to reply to Pulse messages by email. When users can post Pulse messages without logging in to an application, information exchange is faster and more convenient, and as a result, cases reach resolution faster.

For example, in a sales automation scenario, a Pulse discussion occurs about converting a prospect to a customer in a case. A sales person can quickly add comments to a post and attach a related document by replying to an email notification, without logging in to the application.
Before you begin:

Users can receive Pulse notification emails in cases that they follow and for which they choose to receive notifications. Users also receive emails when other users reference them in Pulse posts, or like their posts. You can allow users to quickly post attachments or text as replies by responding to emails instead of logging in to the application.

When users reply to emails, Pulse immediately fetches replies from Outlook, Gmail, Yahoo, iPhone, and Android email clients.

Note: Users cannot post replies to Pulse by responding to the email notifications that they receive when other users like their messages.

To enable users to respond to Pulse email notifications, you need to create a relevant service package in your application, copy an existing service email rule and adjust it to your needs, and then create an email listener.

  1. Create a service package in the application ruleset:
    1. In the header of Dev Studio, click CreateIntegration-ResourcesService Package.
    2. In the Short description field, briefly describe the purpose of the service package.
      For example: Enter Pulse email replies.
    3. In the Service Package Name field, enter a label for the service package.
      For example: Enter PulseEmailReplies.
    4. Click Create and open.
    5. In the Context section, in the Processing mode list, select an option that matches your application, depending on whether your application is stateless or stateful.
    6. In the Service access group field, enter the access group of your application.
      Ensure that the access group that you want to use can access service methods.
    7. Clear the Requires authentication checkbox to bypass authentication and allow Pega Platform to invoke service methods.
    8. To use TLS/SSL for service REST rules that belong to this service package, select Require TLS/SSL for REST services in this package.
      For more information, see Setting the context of a collection step.
    9. Select the Suppress Show-HTML checkbox.
    10. Click Save.
  2. Create a service email rule by copying an existing rule:
    1. In the header of Dev Studio, click ConfigureIntegrationServicesService Definitions.
    2. Expand Service Email in package PulseEmailService class PegaSocial-Message.
    3. Click pzCreatePulseReply.
    4. Click Save as.
    5. In the Label field, enter a new name for the rule.
    6. In the Customer Package Name field, enter the name of the service package that you created in step 1.
      For example: Enter PulseEmailReplies.
    7. In the Customer Class Name field, enter a service class name.
    8. In the Add to ruleset list, select your application ruleset.
    9. Click Create and open.
    10. In the Primary Page section of the Service tab, ensure that the Primary page class field stores the PegaSocial-Message value.
    11. In the Service activity section, ensure that the Activity name field stores the pzPostReplyFromMail value.
    12. On the Request tab, ensure that the Message header and Message data sections store the same values as the pzCreatePulseReply service email rule.
    13. On the Response tab, ensure that the value of the Message type list is None to avoid receiving blank emails when users reply to Pulse emails.
    14. Click Save.
  3. Create an email listener rule:
    1. In the header of Dev Studio, click CreateIntegration-ResourcesEmail Listener.
    2. In the Short description field, describe briefly the purpose of this listener.
    3. In the Listener Name field, enter a label for the listener.
    4. Click Create and open.
    5. On the Properties tab, from the Startup option list, select the appropriate option for running the listener, depending on your requirements.
      For more information about creating email listeners, see Creating an email listener.
    6. In the Email Account field, enter the email account for the listener that you use for sending emails with Pulse notifications.
    7. In the Service information section, in the Service package field, enter the service package that you created in step 1.
    8. In the Service class field, enter the name of the service class name that you entered in the Customer Class Name field in 2.
    9. In the Service method field, enter the name of the service email that you created in 2.
    10. On the Processes tab, ensure that the No Attachments checkbox is cleared, so that attachments can be sent to email replies.
    11. Click Save.
What to do next: Manage your listeners in Admin Studio. For more information, see Managing listeners.

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