Emails are generated and transmitted in near real-time by QFD. When an email is sent to a customer and the customer responds, that email is received by QFD and stored with the case.
| Drawio | ||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
Sender E-Mail Setup
QFD sends outbound e-mails. Out of box pega offers sending outbound e-mails via SMTPS with TLS. QFD can also QFD can send outbound e-mails using Exchange Webservices (EWS) over SOAP. Please note that for EWS there is currently an issue with sending images within the outbound e-mail.
Connection Details:
...
MS Graph, Google Gmail, and SMTP. Configuration is handled by Quavo.
Connection Details:
Hosted Method (MS Graph, Google Gmail, SMTP)
E-Mail Addresses/Domains
Subject Line
Display Name
User ID
PW
- SMTP Host
- SMTP Port
- Use SMTPs (Check Box)
Receiver E-Mail Setup
QFD can get response from an outbound e-mail originated in QFD. QFD QFD connects to the e-mail client using Internet Message Access Protocol (IMAP) or POP3 with the option of enabling SSL/TSL. The below details are needed to configure the receiver in Pega.
Connection Details:
...
Configuration is handled by Quavo.
E-Mail Listener
QFD leverages an e-mail listener, which connects to the receiver email account that is configured and checks for new e-mails every 60 seconds. When a new e-mail is received QFD will attempt to associated with a case. If a matching case is found, it is attached to the case and an Read New Correspondence assignment is generated. If an associated case cannot be located, a Re-Assign Correspondence assignment is generated and prompts a user to associate the email with the appropriate case.