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.
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.
In the header of Dev Studio, click the name of the application, and then click Channels and interfaces.
In the Current channel interfaces section, click the icon that represents your existing Email channel.
In the Email channel, click the Configuration tab.
In the Additional settings section, in the Reference operator list, select a reference operator for your email bot.
- 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.