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Enabling rich HTML text in emails

Enable rich HTML text in the Email channel so that users can send emails to Pega Email Bot in this format and the system's triage cases display rich HTML text in email conversations. Rich HTML text format enhances how important information in the email is presented in the system.

Rich HTML text in emails is disabled in Pega Platform by default.
Select a reference operator for the email bot. For more information, see Selecting a reference operator for an Email channel.

Natural language processing (NLP) analysis also works in email content where rich HTML text is present.

  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 Additional settings section, select the Allow rich text (html) in emails check box.

  5. Click Save.

To enable the email bot to perform text analysis and respond to an email in multiple languages, select the languages for an Email channel. For more information, see Selecting languages 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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