Email triage in an interaction case

Email triage is the process of performing an action on an interaction case. When you triage a customer email message that has been saved in an interaction case, you can respond more quickly to the customer problem. When you set up automatic email routing for an Email channel interface used as Pega Intelligent Virtual Assistant for Email, the content of the received email is automatically assigned to a user, routed to a work queue, or an instance of a regular case is created for the information.

You email triage an interaction case, after the content of the received email is automatically assigned to a user or a work queue. The automatic email routing is based on routing rules that you define for the Email channel. You can view and process interaction cases in the Case Manager portal just like regular cases, for example, by looking at a work queue or by clicking Get Next Work.

You must purchase a separate license before using Pega Intelligent Virtual Assistant for Email in your application.

Email triage actions

You can take different actions in the Case Manager portal to process a received email message that has been saved in an interaction case.

The following actions are supported during email triage:

• Replying by email to the customer who sent the email that is represented in the interaction case.
• Transferring the interaction case to another user, manager, or a work queue.
• Spinning off one or more cases from the interaction case.
• Resolving the interaction case.
• Viewing text analysis of the email content. You can check whether the customer email message has a positive, neutral, or negative sentiment and whether any entities were extracted from the content.

Do not use the Pulse messaging capability when you triage interaction cases, because it can lead to unexpected behavior.

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