Developers of Pega Intelligent Virtual Assistant (IVA) for Email™ can now employ a broader range of use cases because of several new routing criteria in the Email channel configuration. You can use a detected language, a when rule, and keyword-based entities in the intelligent email routing criteria. The custom, flexible when rule makes intelligent routing more robust and responsive to incoming email content from users.

Intelligent routing for the Email channel

For more information, see Intelligent email routing and Configuring routing conditions for automatic email handling.