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You can configure Pega Customer Service to create correspondence cases from inbound email messages and to respond to customer inquiries by using outbound email.

Updating an email account

You need to update an email account with the sample email to create a new account.

  1. In the header of Dev Studio, click Records Integration-Resources Email Account , and then click SmartEmailSample (for all applications except Pega Customer Service for Insurance) or PegaIns-Serv-Work (for Pega Customer Service for Insurance).
  2. To create a new account, click Save > Save As.

You can modify the sample email account for your own needs, or if you plan to create multiple email accounts and corresponding interaction channels, you can duplicate the account by using Save As. For more information about email accounts, see Email accounts.

Creating an email channel from the landing page

You can use the email channel in your application to route emails that are received from email accounts to operators and workbaskets.

To configure the email channel in your application, complete the following steps.

  1. In the header of Dev Studio, click Application menu > Channels and Interfaces > Email.

  2. To create an email channel for your application, see Creating an Email channel.

    A separate license for Pega Email Bot is not required.

    For Pega Customer Service for Communications, to send email for default service cases in the sample application, update the email address passwords for the Default, PegaComm-FW-CF-Work, and PegaComm-FW-CPMCFW-Work workpools.

    For Pega Customer Service for Insurance, to send email for default service cases in the sample application, update the email address passwords for the Default, PegaIns-Serv-Work, and PegaCPMI-Work workpools.

    Using Pega Customer Service, you can record the training data for machine-learning text analytics model that helps in automating the launching and processing of the service cases.

Using incoming email to train the text analytics models

You can enable the Record training data feature to record the data from incoming emails that helps in training the machine-learning text analytics models. These models further help in routing and automating the email processing. Customer service representatives can provide feedback to the recorded training data to make any correction if required, which helps in building the models using the accurate data.

  1. In the navigation pane of App Studio, click Channels.

  2. In the Current channel interfaces section, click the icon that represents your existing Email channel.

  3. To record the data from the received email for training purposes, on the Configuration tab, select the Record training data check box.

  4. Click Save.

After recording the data for the Email channel, you can use that recorded to train and build the machine-learning text analytics model. For more information about building models by using the training data, see Training the model for the Email channel.

Launching the service case automatically

After recording the data for learning and training of the text analytics model, you can configure the email settings for automating the process of creating a service case that helps in reducing the efforts of customer service representatives to work on repetitive mundane tasks. The machine-learning text analytics model analyzes and retrieves the relevant data from the incoming emails and maps it with the pre-configured entities in your application to identify the reason for an incoming email and automatically creates a service case based on it. The service cases for which the straight-through processing (STP) option is enabled, the system immediately launches a service case and start working on it without any human intervention. After processing the case, the system sends out an automated email that the issue is resolved. Otherwise, the system automatically launches a service case for the CSR to work on it.

  1. In the navigation pane of App Studio, click Channels.

  2. In the Current channel interfaces section, click the icon that represents your existing Email channel.

  3. On the Behavior tab, click +Add suggested case. For more information about defining the suggested cases, see Adding suggested cases for an Email channel.

  4. To create and process the service cases automatically, select the Straight through processing for case creation check box. If you do not select the check box, the case will get launched automatically but does not get resolved on its own.

  5. Click Submit.

Uploading a digital signature for outbound email messages

To save time during a customer interaction and personalize their outbound email messages, customer service representatives (CSRs) can now change the content of their signature and then upload it so that their digital signature automatically appears at the end of the outbound email message. This feature is similar to a digital signature in other email clients where CSRs can also upload images.

  1. In the Interaction portal, click your profile icon, and then click Profile.

  2. Click Actions Edit profile .

  3. In the Edit profile dialog box, in the Signature box, enter your name and mobile telephone number as you want your signature to appear in the email message.

  4. In the Title field, modify the text, if needed.

  5. Click the Image uploader icon and open your file.

  6. Click Submit to save your changes.

DocuSign Integration

For Pega Customer Service applications that are integrated with DocuSign, this service provides a way to electronically sign documents for a variety of business transactions. You can integrate DocuSign with Pega Customer Service to collect digital signatures during case processing. For information on integrating with Pega Customer Service, see Integrating DocuSign with Pega Platform.

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