Configuring routing conditions for automatic email handling

Configure routing conditions for an Email channel interface so that the Pega Intelligent Virtual Assistant for Email can automatically respond to customer emails. Pega Intelligent Virtual Assistant can automatically assign the email content as a new interaction case to a user, add it to a work queue, create a top-level case in the application, or send a reply.

If matching conditions are found for more than one action in the list, depending on the intelligent routing processing mode that is selected in step 5, the system processes:

  • First matching action - The action defined in the first routing rule from the top of the list is triggered by the application. All other actions in the list with matching conditions are not triggered.
  • All matching actions - All create case and automatic reply actions are triggered in the list while all route to actions are skipped. If no create case or automatic reply action matching conditions are found in the list, the system triggers only the first route to action that matches conditions.
  1. Open an Email channel interface. For more information, see Configuring the Email channel.
  2. Optional: Define topics for intelligent routing. For more information, see Defining topics for intelligent routing.
  3. Optional: Define suggested cases for intelligent routing. For more information, see Defining suggested cases for the Email channel.
  4. Click the Behavior tab.
  5. In the Process list, select to process:
    • First matching action
    • All matching actions
  6. Define a routing condition. For more information, see Defining a routing condition.
  7. Optional: Repeat step 6 to define additional routing conditions.
  8. Define what to do, by default, in a case when no routing criteria are defined or none of them hold true.
    1. In the Otherwise area, in the Action list, click an action to perform: Automatic reply, Create a case, Route to operator, or Route to work queue.
    2. In the Value field, enter an email template, case name, operator, or work queue.
  9. Click Save.
  10. Optional: Test email routing conditions. For more information, see Testing email routing conditions.