Table of Contents

Adding email accounts for email handling

Users can interact with Pega Email Bot by sending emails to the system and receiving replies. Set up at least one email account for the Email channel so that users know to which email address to send their requests.

Set up an Email channel interface to use as an email bot. For more information, see Setting up an Email channel.

The Pega Platform email accounts that you add to the Email channel must be unique and cannot be already associated with another channel or a case type. You can add more than one email account to an email bot for email handling.

  1. In the header of Dev Studio, click the name of the application, and then click Channels and interfaces.

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

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

  4. In the Email handling section, click Add email account, and then select an email account.

  5. Optional:

    To verify that you can use the email account that you selected, click Verify.

    If the email account verification fails, you can view information about the reason why the process failed by clicking a link.
  6. If you want to define additional email accounts for the email bot, repeat steps 4 and 5.

  7. Click Save.

Select a reference operator for the email bot. For more information, see Selecting a reference operator for an Email channel.

  • Creating an Email channel

    Create Pega Email Bot so that users can interact with a Pega Platform application to report or solve an issue by using email. With an email bot, you can triage emails to a work queue or create top-level cases based on user requests.

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