Triaging incoming emails
By manually triaging emails for the Pega Email Bot, customer service representatives (CSRs) and other operators, such as managers, can work through multiple emails in the context of their application to address and resolve customer issues faster and more efficiently. Case workers triage emails in the Case Manager or Email Manager portal.For example, if a user emails a request for a car insurance quote, a CSR can immediately spin off a business case related to the car insurance topic, and reply to the user by email, before then resolving the triage case.
Email triage is the process of routing incoming emails to a user or to a work queue, directly creating a business case to handle the email, or taking actions in other ways to help address issues reported in the email. For more information, see Understanding the email triage process.
Send a reply to the user for a triage case.
For more information, see Replying to users by email for an email bot.
Send a Pulse message to specific operators, or to everyone, to discuss the triage case.
For more information, see Sending Pulse messages for an email bot.
Forward a triage case to another user or a work queue.
For more information, see Transferring triage cases.
Create a business case that relates to a triage case.
For more information, see Spinning off business cases for an email bot.
Detect duplicate or related business cases in the system.
For more information, see Detecting duplicate or related cases for an email bot .
Map a case to a duplicate or related case in the system.
For more information, see Mapping to duplicate or related cases for an email bot
Link related spun-off or duplicate business cases to a triage case.
For more information, see Linking related cases for an email bot
Mark a triage case as completed.
For more information, see Resolving triage cases.
- Configuring intelligent email routing
To save time and ensure faster resolution of cases, configure your Pega Email Bot to react to user requests and automatically respond to emails. By creating conditions for intelligent email routing, the system can then automatically convert the email content to a new interaction case for a user, add the email to a work queue, create a top-level case in an application, or send an automatic reply.
- Using the Email channel
Improve Pega Email Bot interactions with users and applications by using the Email channel. To ensure that the email bot intelligently responds to user emails, classify and add the training data to the text analytics model. You can also create custom reports for the email bot.
- 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.