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Adding suggested cases for an Email channel

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Define suggested cases for your Pega Email Bot to provide meaningful automatic responses to emails. Based on text analysis of a received email, the email bot uses the suggested case as a topic to match a response to the email. For the defined suggested cases, the email bot can also perform automatic entity extraction to case properties. You can also use suggested cases during intelligent email routing.

Define a case type in your Pega Platform application. You can add a case to the suggested cases list only if the case type is defined in the application.

When you triage an email for an interaction case, you can spin off a regular case only if that regular case type is in the suggested cases list.

  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 Behavior tab.

  4. In the Suggested cases section, click Add suggested case.

  5. In the Case type list, click the case type that you want to add.

  6. In the Suggested cases section, select a method for modifying a suggested case:

    • To create a new suggested case, click Add suggested case, and then, in the Add suggested case window in the Choose case type list, select a case type.
    • To edit an existing suggested case, click the Switch to edit mode icon for the case type that you want to update.

    For more information, see Setting up text analysis for a suggested case.

  7. If you configure multiple languages for the email bot, in the Add suggested case window, click a language.

    The supported languages are displayed on a vertical tab. When you add a new case or edit an existing case, you switch between the languages by clicking the name of a language.

  8. Enter the items that trigger an action, and then separate them with commas:

    1. In the Approximate match field, enter words and short phrases to use as an approximate match for the suggested case that triggers the action.

    2. In the Must match field, enter words and short phrases that trigger an action for the suggested case when they occur in the email.

    3. In the Never match field, enter words and short phrases that never trigger an action for the suggested case.

  9. Optional:

    To configure additional languages for the suggested case, repeat steps 7 through 8.

  10. Click Submit.

  11. Optional:

    To add more suggested cases, repeat steps 4 through 10.

Perform the following tasks to further define the email bot behavior:

  • 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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