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.  

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 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:

• E-Mail Address
• 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 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:

• E-Mail Address
• Display Name
• User ID
• PW
• Host
• Port
• IMAP or POP3
• Use SSL/TLS (Check Box)

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.