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Setting up intelligent routing in an Email Bot

You configure a Pega Email Bot™ by setting up intelligent routing. As a result, when an email is received from a user by the Email Bot, the system triggers several actions, such as creating a business case and automatically replying by email to the user.

Use case

In this tutorial, learn how to define intelligent routing for an Email Bot so that the system triggers all actions with the matching conditions of create case or automatic reply type. For example, in response to a customer's email with an inquiry about a car insurance details, the Email Bot creates a business case and sends an automatic reply to the customer, asking for more information about their car.

This tutorial covers the following topics:

This walkthrough takes approximately 15 minutes to complete.

Before you begin

In a Pega Platform™ application test environment, perform the following actions:

  1. Create the Insurance Quote case type that is related to a car insurance quote with such data types as the following:
    Case types explorer
    1. Color
    2. Make
    3. Model
    4. Registration date
    5. VIN number
    6. Model year
      Data types for an Insurance Quote case type
  2. Configure an Email channel:
    1. On the Text analysis tab, add the Insurance Quote topic, and then ensure that it is associated with the words: car, insurance, and car insurance, for example:
      Insurance Quote topic definition
    2. Add the Insurance Quote case type as the suggested case for the Email channel, for example:
      Suggested cases for the Email channel
    3. Map entities to the Insurance Quote case data properties, for example:
      Entity mapping for the Insurance Quote case type
    4. Add an automatic reply that asks a user for more details about a car, by using the Car Info Request email template in the Suggested replies section on the Behavior tab. For example, you can ask about the car model, make, year of production, and VIN number:
      Car Info Request email template

Configuring intelligent routing

Configure routing conditions for an Email channel so that the Email Bot automatically responds to customer emails. You can set up intelligent routing to trigger all create case and automatic reply actions that meet routing conditions. For more information, see Configuring the Email channel and Intelligent email routing.

For example, you set up intelligent routing so that when a user asks for a car insurance quote by email, the system relates the topic for the received email content to an insurance quote. As a result, the Email Bot starts the Insurance Quote business case and, at the same time, sends an automatic email reply to the user asking for more information about their car.

Apart from All matching actions, the Email Bot contains another processing mode - First matching action. In this intelligent routing processing mode, the system only triggers the first action from the top of the list for which the matching conditions are true. Other actions in the list for which the routing conditions also hold true are ignored.
  1. Log in to Pega Platform.
  2. In Dev Studio, click the name of your application, and then click Channels and interfaces.
  3. Click the name of the Email channel that includes the Insurance Quote case type that is linked to an email account for the Email Bot.
  4. Click the Behavior tab.
  5. In the Intelligent routing section, in the Process list, select All matching actions.
  6. Click Add condition.
  7. In the Action list, select Create case.
  8. In the Value field, press the Down arrow key, and then select the Insurance Quote case.
  9. In the first list below, select NLP > Topic.
  10. In the second list, select Is equal.
  11. Click the field next to the list, press the Down arrow key, and then select Insurance Quote.
  12. Click Add condition and then click Automatic reply in the Action list.
  13. In the Email template field, press the Down arrow key, and then select the Car Info Request email template.
  14. In the first list below, select NLP > Topic.
  15. In the second list, select Is equal.
  16. Click the field next to the list, press the Down arrow key, and then select Insurance Quote.
  17. In the Otherwise section, in the Action list, select Route to operator.
  18. In the Value field, enter:
    Intelligent routing conditions
  19. Click Save.

Testing email routing conditions

After you configure intelligent routing for an Email Bot to process multiple actions, you can verify that the system triggers both Create case and Automatic reply actions when a topic relates to an insurance quote inquiry.

  1. In the Email channel configuration, click Test.
  2. In the From (email) field, enter an email address from which the message is received, for example:
  3. In the From (name) field, enter a name for the email address, for example: John Andrews
  4. In the To (email) field, enter an email address to which the message is sent, for example:
  5. In the Subject field, enter the email subject, for example: car insurance inquiry
  6. In the Message field, enter the contents of the email to ask about a car insurance quote for Ford Mustang GT 1968, for example:
    Hi, please give me a car quote for my red Ford Mustang GT 1968. Thank you for your help. Roger Smith.
    Test routing conditions dialog
  7. Click Test.
    Testing routing conditions outcomes
    The Email Bot correctly associates the test email with an insurance quote topic with a confidence of 99 percent. The predicted outcome is that the system triggers two defined actions: an automatic email reply with a request for more car details, and an Insurance Quote business case.


You have successfully set up intelligent routing with all matching actions for an Email Bot and verified that the system triggers several actions for which the matching routing conditions are true.

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