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Adding a routing condition based on email header content

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Define routing conditions for Pega Email Bot to carry out automatic actions when email content meets these conditions. For example, you can configure the system to send an automatic reply or to create a top-level case if the email header contains specific phrases. For the routing condition, you can use such email header details as the email sender, recipient, or subject, so that your email bot triggers an appropriate action for intelligent routing.

Select a routing processing mode so that the system either triggers only the first action from the top of the list that matches conditions, or every create case and automatic reply action in the list that matches conditions. For more information, see Selecting the routing processing mode.

If a routing condition holds true, the system triggers an action or several actions, depending on the routing processing mode that you select. If the email content does not meet any of the routing conditions, you can also specify how the email bot responds.

  1. In the navigation pane of App Studio, click Channels.

  2. In the Current channel interfaces section, click the icon that represents your existing Email channel.

  3. In the Email channel, click the Behavior tab.

  4. In the Intelligent routing section, click Add condition.

  5. In the Action list, select an action that you want to run automatically for email routing.

    Create case
  6. In the Value field, enter an email template, case name, operator, or work queue.

    For the Create case action, enter a case type name: Insurance Claim
  7. Define the validation conditions for a field on the form:

    1. In the list of fields, select Header and the name of the email field that you want to validate.

      Header Subject .
    2. In the comparator list, select the test that you want to perform on the field.

      Contains
    3. In the value field, enter or select a value to compare against the user input.

    To ensure the email bot automatically starts a case when the email subject relates to request about an insurance price quote, select Header Subject from the list, set the Contains comparator, and then select price from the value field. When the email bot receives an email with the word 'price' in the subject field, the Insurance claim case is automatically started.
  8. Optional:

    To add more automatic responses based on email header content, repeat step 4 through 7 for other routing conditions.

    You can also add an automatic response based on natural language processing (NLP) text analysis or a when rule.

  9. Optional:

    To specify how your email bot responds when you do not define any criteria or when the email content does not meet any of the criteria, define the default action:

    1. In the Otherwise area, in the Action list, click an action to perform.

    2. In the Value field, enter an email template, case name, operator name, or work queue.

  10. Click Save.

Verify that the email routing conditions work as expected. For more information, see Testing email routing conditions.

  • Adding a routing condition based on NLP text analysis

    Define routing conditions for Pega Email Bot to carry out automatic actions when email content meets these conditions. For example, you can configure the system to create a top-level case or route to a work queue based on information detected using natural language processing (NLP). For the routing condition, you can use a detected entity, topic, sentiment, language, or decisioning result based on text analysis, so that your email bot triggers the appropriate action for intelligent routing.

  • Adding a routing condition based on a when rule

    Define routing conditions for Pega Email Bot to carry out automatic actions when email content meets these conditions. For example, you can configure the system to route to an operator or to create a top-level case. For the routing condition, you can use a when rule so that when the rule holds true, your email bot triggers an appropriate action for intelligent routing.

  • Configuring intelligent email routing

    To save time and ensure faster resolution of cases, configure your Pega Email Bot to react to user requests and automatically respond to emails. By creating conditions for intelligent email routing, the system can then automatically convert the email content to a new interaction case for a user, add the email to a work queue, create a top-level case in an application, or send an automatic reply.

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