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Selecting the routing processing mode

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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.

For example, you can set up the processing mode to ensure that when several routing conditions hold true, the system creates a top-level case and sends an automatic reply to the user.
  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.

  5. Click Save.

Define routing conditions for the email bot based on email header content, NLP text analysis, or a when rule. For more information, see Adding a routing condition based on email header content, Adding a routing condition based on NLP text analysis, and Adding a routing condition based on a when rule.

  • 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.

  • 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.

  • Defining Email channel behavior

    Configure how the Email channel automatically responds to email requests, so that you can route email content and create top-level cases in your application. To ensure that the responses are meaningful and contextual, you can define such parameters as suggested cases and responses, and configure email analysis of the subject field and file attachments.

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