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.
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.-
In the navigation pane of App Studio, click Channels.
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In the Current channel interfaces section, click the icon that represents your existing Email channel.
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In the Email channel, click the Behavior tab.
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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.
- To trigger only the first action in the list that matches the
conditions, select First matching action.
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Add one or more routing conditions for your email bot to respond to emails:
- Add a routing condition based on email header information.
For more information, see Adding a routing condition based on email header content.
- Add a routing condition based on natural language processing (NLP) text
analysis of the email.
For more information, see Adding a routing condition based on NLP text analysis.
- Add a routing condition based on a when rule.
For more information, see Adding a routing condition based on a when rule.
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.
- Add a routing condition based on email header information.
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Verify that the intelligent email routing works as expected.
For more information, see Testing email routing conditions.
- 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.