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Testing email routing conditions


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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.

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.

You can test whether your email bot triggers the correct routing actions that you define for each routing condition case. In addition, you can verify sentiment detection.

  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. Click Test.

  5. In the Test routing conditions window, verify a routing condition:

    1. Challenge criteria for a routing condition by entering the parameters of a sample email.

    2. Click Test.

    3. In the Outcomes section, verify that the correct action occurs for the routing condition.

    4. Click Close.

  6. Optional:

    To test all routing conditions, repeat step 5 for each routing condition.

After verifying that each of the routing actions occurs when the criteria hold true, train the model for the email bot by using sample data. For more information, see Training data for the Email channel.

  • 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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