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Use a secure threading mechanism in emails (8.6)

Updated on May 12, 2021

Pega Email Bot™ now includes enhanced security for email communication between customer service representatives (CSRs) and other stakeholders, by using an improved built-in threading mechanism. Specifically, the system automatically embeds an encrypted code using an advanced built-in encryption system in the body of each outbound email, to help seamlessly track replies from customers or other stakeholders and organize the information securely in separate email threads for a triage case.

For example, a CSR forwards a customer email to a vendor from an email triage case about a missing part that the customer reported for a product purchase. The vendor responds to the email, and because the email body of the reply includes a unique embedded security code, the system organizes the email reply for a triage case in the correct email thread for this stakeholder in the Email Manager portal, separately from the CSR's email thread with the customer. For more information, see Understanding email triage process.

The following figure shows an acknowledgment email that the email bot automatically sends as a response to a customer inquiry. The unique encrypted security code in the email body helps the system secure and keep any customer email replies in the correct email thread for the reported issue.

An acknowledgment email with an embedded security code in the email body
An acknowledgment email with an embedded security code in the email body

By default, the system hides case identifiers in the email subject and uses the embedded, encrypted security code in the email body. However, if your organization requires that case identifiers are shown in the email subject, you can configure your email bot to do so. For more information, see Creating an Email channel.

  • Previous topic Handle customer responses to automatic email notifications (8.6)
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