Table of Contents

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.

Select a reference operator for the email bot that you want to update. For more information, see Selecting a reference operator for an Email channel.

Pega Email Bot supports multiple languages. After you select the supported languages in which users interact with your email bot, you define text analysis information for topics and suggested cases. You configure reply email templates for each language separately.

By editing the pyGetDefaultLanguage data transform rule for the Data-Channel- class, you can select a default language other than English to use when creating an Email channel. For more information, see Overriding the default language for an Email channel.
  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 Configuration tab.

  4. In the Additional settings section, in the Languages list, select the languages in which the email bot interacts with users.

  5. Click Save.

Define the Email channel behavior by defining suggested cases and responses and configuring email text analysis for the email bot. For more information, see Defining Email channel behavior.

  • Setting up text analysis for a suggested case

    Set up text analysis for a suggested case in an Email channel so that your Pega Email Bot associates a topic with the case and triggers an action as a response to a received email. With text analysis, your email bot provides meaningful responses to incoming email.

  • Defining suggested responses for an Email channel

    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.

  • Defining topics for text analysis for an email bot

    Define topics in Pega Email Bot so that the system determines the best response by analyzing an email through natural language processing (NLP) and adaptive analytics text analysis models. Defined topics help the email bot detect and organize suggested responses and suggested cases in the system.

  • 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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