Configuring Correspondence

In Pega, you configure emails, letters, faxes, and text messages with correspondence rules. Correspondence rules allow you to add case data to your communication to provide richer, more relevant communication to stakeholders and case workers.

How to Configure Correspondence Rules

Create correspondence rules in HTML to define templates for the content of outgoing correspondence.

Each correspondence rule contains text for one type of correspondence such as email, letter, SMS phone text, or fax.

JavaServer Pages (JSP) tags or directives allow correspondence to incorporate property values and calculations.

For simple notifications, add text directly in the rule.

For richer content, enter dynamic fields that reference  properties, or rules such as sections, paragraphs, or correspondence fragments.

During flow processing, the system uses the source content in the  correspondence rule to generate a customized message for the recipient. 

Identify the Correspondence Type

When creating a correspondence rule, specify the correspondence type as a key identifier.

A correspondence type rule indicates whether a piece of correspondence is a printed letter, fax, email, or SMS phone text.

Each type is associated with a different data subclass.

Add the Content

Add the message on the Corr tab of the rule form.

The tab presents a rich-text editor in which you create the source content for the correspondence.

Options in the editor allow you to add case content to correspondence.

Click Source to view or update the source as HTML codes. In source mode, you can add HTML elements and JSP tags directly.

When the correspondence is an email, the outgoing email includes HTML formatting, even if no HTML elements appear within the source.

When the correspondence is phone text, the message does not contain HTML formatting.

Click the Insert Rule icon to include content in other rules, including other correspondence rules.

Paragraphs present formatted text that can include colors, fonts, styles, and images. You can reuse paragraphs in UI forms.

Sections allow you to reproduce part or all of a form in the correspondence. Use a section to achieve greater control over the positioning of content in the correspondence.

Correspondence fragments are useful for boilerplate content, such as a mandatory disclosure or links to social media channels.

The editor uses angle (<< and >>) brackets to mark rules and properties.

When the correspondence is sent, the system replaces the properties with their values.

How to Configure Correspondence in a Business Process

You can configure your application to automatically send:

Emails, faxes, letters, or text messages when a case advances in the process using the Send Email Smart Shape or a correspondence Utility.

Email notifications when a case reaches an assignment.

Email service level (SLA) notifications when an assignment has passed its deadline.

Use flow actions so users can select and send correspondence as needed.

Using the Send Email Smart Shape

Add the Send Email Smart Shape to your flow diagram to automatically send emails as a case advances during the business process.

This Smart Shape is useful if you want to notify or send information to users after an action has been performed on a case.

Use the Smart Shape to create simple text messages that you configured using the rich text editor.

You can also send emails that you configured in a correspondence rule.

To add a Send Email Smart Shape from the case life cycle, select Utilities > Send Email, and then click Select.

The system displays the Send Email properties panel on the right side of the case life cycle.

To use a correspondence template that was previously created, select Correspondence and select the rule name.

When you add the Send Email step, the system adds to the flow diagram a Send Email Smart Shape in the position you specified in the stage.

You can also add the Send Email Smart Shape directly to the flow diagram.

Send Correspondence Using a Utility Shape

A Utility shape configured with the CorrNew activity offers greater flexibility than the Send Email Smart Shape.

Use the activity to send all types of correspondence including mail, faxes, and text messages.

To send correspondence using CorrNew:

To add a Utility shape to your process, open the properties panel and select CorrNew in the Rule field.

Provide values for the parameters.

When a case reaches the utility, the system sends the correspondence.

Send Notifications from Assignments

Use a Notify activity to automatically send email notifications when a case reaches an assignment.

On the Assignment properties panel in the Notifications section, enter the party to notify.

Then, enter the subject line text and select the correspondence rule in the CorrName field.

Send Reminders from SLAs

Set reminders in SLAs so that when the goal or deadline of a service level agreement has been reached, a notification email is sent out.

Add an escalation action to the SLA.

In the Perform Action drop-down, select a standard Notify action.

Specify a party role and reference a correspondence rule.

Manually Send Emails Using Flow Actions

Users often encounter questions or issues that are not part of the usual business process.

Add the standard SendCorrespondence local action to your application so that users can select the correspondence they need when they need it.

Configuring Correspondence Rules

In the Application Explorer, locate the class in which you want to create the correspondence rule.

Right-click on the class and select +Create > Process > Correspondenceto open the Create Correspondence form.

Enter a name for the correspondence in the Label field and select the correspondence type.

Click Create and Open. The Correspondence form is displayed.

Enter the text you want to include in your email correspondence.

Select the field you want to replace with a dynamic reference to a property and click the Insert Property icon on the toolbar to open the Property Parameters dialog.

Select the name of the property in the Name field and click Save.

Insert the necessary properties in the form.

Click Save.

To preview the email, on the rule form header, select Actions > Preview. 

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Routing Assignments

An efficient process design routes assignments to users who can best perform the work. Sometimes, the correct user is an individual who has a specific role. At other times, anyone in a specific group of users can perform the assignment. 

Routing

Routing identifies who works on an assignment as a case moves through a life cycle.

The case moves from one step to the  next until it reaches an assignment.  The case stops at the assignment and  does not continue unless a user  performs an action. 

In most applications, more than one user works on a case until the case is resolved. 

 

Worklists and Workbaskets

A worklist is a list of all the assignments waiting for a specific user.

Users see an assignment in the worklist until they perform an action.

Assignments queued for a team of
users are stored in workbaskets.

Assignments stay in the workbasket until a team member selects an assignment or a manager sends an assignment to a specific user.

Routers

A router is a special type of activity that moves an assignment based on the routing destination and assignment type. 

 

Other routers have parameters that are configured to suit specific requirements.

Routing by user roles or user skills are two examples.

 

Decision-Based Routing

Routers can use a decision rule to route assignments.

The ToDecisionTable router uses the results of a decision table to route an assignment.

If an expense report is submitted by an employee in Engineering, Pega routes the assignment to John Smith.

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