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Configuring intelligent email routing

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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.

For example, when a customer email about a problem with a credit card transaction arrives, the email bot automatically routes the email to an operator, and creates a top-level case to help track the issue.
Define Email channel behavior for the email bot. For more information, see Defining Email channel behavior.
  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, in the Process list, select a processing mode:

    • To trigger only the first action in the list that matches the conditions, select First matching action.

      All other actions in the list with matching conditions are not triggered.

    • To trigger every create case and automatic reply action in the list that matches the conditions, and skip all route to actions, select All matching actions.

      If no create case or automatic reply action in the list match the conditions, the system triggers only the first route to action that matches the conditions.

    Selecting the routing processing mode enables the system to trigger only the first action or every create case and automatic reply action in the list with matching conditions. For more information, see Selecting the routing processing mode.

  5. Add one or more routing conditions for your email bot to respond to emails:

    Each routing condition specifies a single way that the email bot automatically responds to an email. If the email content does not match any of the routing conditions, you can also specify how the system responds.

  6. Verify that the intelligent email routing works as expected.

    For more information, see Testing email routing conditions.

Train the model for the email bot by using sample data. For more information, see Training data for the Email channel.

  • Selecting the routing processing mode

    Select the processing mode for intelligent email routing so that the Pega Email Bot correctly responds to emails saving time and ensuring quicker resolution of cases. The system can trigger only either the first action or every action in the list of matching conditions.

  • Adding a routing condition based on email header content

    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.

  • 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.

  • Testing email routing conditions

    When you configure an Email channel, define routing conditions to improve the responses that Pega Email Bot provides to an email that you receive. Before training and moving the email bot natural language processing (NLP) model to a production environment, you can use the test console to verify all the routing conditions for intelligent email routing.

  • Building an Email channel

    If you want users to report or solve an issue in an application by sending emails to Pega Email Bot, create and configure an Email channel in Pega Platform.

  • Pega Email Bot overview

    Pega Email Bot is a bot system that intelligently interacts with your application to help users with their problems and speed up business processes. Interacting with an email bot through emails, users can more efficiently address their concerns and resolve problems, for example, by requesting more information and opening a business case in the system.

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