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Selecting a reference operator for an Email channel

To ensure that the system automatically assigns the email triage case to a unique Pega Platform operator when an exception occurs, select a reference operator for your Pega Email Bot. A reference operator is a Pega Platform user on behalf of whom service mails are created in the system.

Set up an Email channel and add email accounts for email handling. For more information, see Setting up an Email channel and Adding email accounts for email handling.

In an email bot, a reference operator that you define for the system uses the Case Manager or Email Manager portal to triage cases and resolve issues. Users can access the operator in an email bot by default.

  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, in the Reference operator list, select a reference operator for your email bot.

  5. Click Save.

To enhance how information is presented in emails and triage cases, enable rich HTML text for the email bot. For more information, see Enabling rich HTML text in emails.

  • 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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