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Implementing an email bot for an Email channel


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Give users the ability to interact quickly and seamlessly with a Pega Platform application by email. Implement an Email channel so that Pega Email Bot intelligently responds to user emails, for example, by opening a case, or requesting more information about an issue.

In an email bot, you can set up intelligent routing of emails by defining routing conditions based on text entity, category, or sentiment analysis. With intelligent routing, the system automatically routes incoming email content to an operator or to a work queue as an email triage case, or creates a top-level case. When you set up an Email channel, Pega Platform automatically configures email instantiation for the selected case.

The process of creating a Pega Platform application, including the design and development of an Email channel for an email bot, requires open rulesets. However, once an email bot is in a production environment, you can lock the rulesets. Only when you need to build models further, or change the email bot channel configuration in a production environment, you must unlock the rulesets.
  1. Build and configure an Email channel for an application.

    For more information, see Building an Email channel.

  2. Record and train the data for the text analytics model in the Email channel.

    For more information, see Using the Email channel.

  • 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.

  • Conversational channels

    Conversational channels help organizations reach additional users of their enterprise applications. With conversational channels, users can seamlessly interact with a Pega Platform application to obtain help, request a service, and report or solve an issue by using Facebook Messenger, an embedded chat window, Amazon Alexa, or email.

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