Email channel

You can configure an Email channel so that users interact with a Pega Platform application to report or solve an issue by using email. An Email channel that you configure in Pega Platform acts as a Pega Intelligent Virtual Assistant (IVA) for Email.

Once you have a Pega Intelligent Virtual Assistant for Email ready, users can send email messages to a Pega Platform application. In the Email channel, you can set up intelligent routing of emails by defining routing conditions based on text entity, category, and sentiment analysis. With intelligent routing, email content from users is automatically routed to an operator or to a work queue as an email triage case, or a top-level case is created. When you configure the Email channel email instantiation is automatically configured for the selected case.