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Defining suggested responses for an Email channel

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Define suggested email responses for your Pega Email Bot so that a customer service representative can select the most relevant reply to a customer's email when they triage emails for an interaction case. A suggested response contains a predefined email reply for an email bot to provide instant feedback to the customer.

For example, when a user sends an email to request assistance, the email bot suggests a predefined email reply that the customer service representative can use.
Add suggested cases for the email bot. For more information, see Adding suggested cases for an Email channel.

When you define responses, you can create an email response template or use an existing template. If you configure multiple languages for the email bot, you set up text analysis for each language separately. This configuration ensures that the system performs email text analysis in the correct language.

For your convenience, the following default templates are available: apology, clarification, and missing information. To create additional default templates, define a Rule-Obj-Corr rule for the Work-Channel-Triage class.

  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 Email channel.

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

  4. In the Suggested replies section, select a method for modifying a suggested reply:

    • To create a new suggested reply, click Add suggested reply.
    • To edit an existing suggested reply, in the list of replies, click the Switch to edit mode icon for the reply that you want to update.
  5. In the Add suggested reply window, set up a predefined email response:

    Choices Actions
    Use an existing template
    1. In the Email template list, click a predefined email response.

    Create a template
    1. Click Create new.

    2. In the Name field, enter a label for the email response template.

    3. If you configure multiple languages for the email bot, in the Email template window, click a language.

    4. In the text area, enter the default content for the email response template.

    5. Optional:

      To configure additional languages for the suggested response, repeat steps 5.c through 5.d.

    6. Click Submit.

    Edit a template
    1. In the Email template list, select an email template.

    2. Click Edit.

    3. If you configure multiple languages for the email bot, in the Email template window, click a language.

    4. In the text area of the Email template window, make your edits.

    5. To configure additional languages for the suggested response, repeat steps 5.c through 5.d.

    6. Click Submit.

  6. In the Associated topics list, select the topics that you want to associate with the suggested response.

    Associate each suggested email response with at least one topic so that only relevant responses appear during the triage process. You can associate more than one topic with a suggested response. For more information, see Defining topics for text analysis for an email bot.

  7. Click Submit.

Configure text analyzers, define topics, and enable subject and attachment analysis for the email bot. For more information, see Configuring email analysis.

  • Selecting languages for an Email channel

    Configure Pega Email Bot to process emails in multiple languages so that the system performs text analysis and provides automatic responses in the correct language. By supporting multiple languages in an email bot, you increase the availability of your application to users who speak different languages.

  • 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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