Table of Contents

Understanding the email triage process


Only available versions of this content are shown in the dropdown

When Pega Email Bot receives an email, the email content is first examined by a text analyzer to detect topics, entities (such as people and places), sentiment, and language. Once the email bot completes the text analysis, the system applies automatic email routing based on the outcome of the text analysis and the routing rules that you define for the email bot.

The system creates a triage case as soon as the email arrives, even if none of the routing conditions defined for intelligent email routing hold true. Customer service representatives (CSRs) can then manually triage the email and choose the appropriate outcome. If a routing condition does hold true, then the system triggers the related action, for example, creating a business case in the system. You can view and process triage cases in the Case Manager or Email Manager portal just like regular cases, for example, by looking at the work queue or by clicking to get new work.

Email triage cases

An email triage case stores information from a received email. This information includes text analysis, attachments, and related users. Email triage cases help track information and resolve problems more quickly.

Unlike cases that are instances of a case type, email triage cases have the following characteristics:

  • Email triage cases are intermediary objects that you manually triage.
  • You do not control the definition of an email triage case as you would do for regular cases, because email triage cases are not instances of a case type.
  • You do not create email triage cases.

You can view all triage cases generated by an email bot by using the Application Explorer. You can also perform manual triage of email triage cases generated by an email bot, from the Email Manager or Case Manager portals.

Email triage chat conversation

The chat conversation details for an email bot session that the system saves in a triage case consist of input messages from the customer and replies from the CSR, from the very first chat to the last chat in the session.

When you configure an Email channel as an email bot, you can also automatically route the content in a received customer email message, or triage cases in the Case Manager or Email Manager that represent this email content. For example, you can transfer a triage case to another user or a work queue, or spin the triage case off as a specific business case.

  • 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.

  • Exploring text analyzers

    Text analyzers for Pega Intelligent Virtual Assistant (IVA) and Pega Email Bot process user input and help the system find the best matching response by using natural language processing (NLP) and adaptive analytics. You can configure text analyzers to detect topics, entities, sentiment, and language in an email, chat text message, or a voice command.

  • Understanding text analysis

    Text analysis is an important aspect of conversational channels that enables a Pega Platform application to intelligently and seamlessly interact with a user in a natural conversational manner. Text analyzers examine user input one by one using natural language processing (NLP), adaptive analytics, and artificial intelligence.

  • Training data for the Email channel

    To use Pega Email Bot in your application to seamlessly respond to user problems, train the system to recognize different user input in emails, such as help requests or issues. When you train the data for the email bot, the system learns from training records, improves the artificial intelligence algorithms, and provides better responses to user input.

100% found this useful

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.