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Defining Email channel behavior

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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.

Create an Email channel to use as an email bot. For more information, see Creating an Email channel.
  1. Provide the ability to start a top-level case based on emails that are received from users.

    For more information, see Adding suggested cases for an Email channel.

  2. Provide meaningful automatic responses to emails.

    For more information, see Defining suggested responses for an Email channel.

  3. Define topics, the general subject, and the intent of email that is detected by the email bot using text analysis.

    The system sets up the iNLP text analyzer by default, which uses natural language processing (NLP) and adaptive analytics text analysis to detect topics and entities in emails. For more information, see Defining topics for text analysis for an email bot and Exploring text analyzers .

Perform the following tasks:

  • 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.

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