Configuring routing conditions for automatic email handling

You configure routing conditions for an Email channel interface so that the Pega Intelligent Virtual Assistant for Email knows how to respond to user emails. Routing conditions allow the Email channel to make an informed decision about how to process the received email content. The Pega Intelligent Virtual Assistant can automatically assign the email content as a new interaction case to a user, add it to a work queue, or create a top-level case in the application.

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

1. Open an Email channel interface.
2. Optional: Define categories for automatic routing.
3. Optional: Define suggested cases for automatic routing.
4. Click the Behavior tab.
5. Optional: Define a routing condition.

   1. Click +Add condition in the Automatic routing section.
   2. In the Action list, click an action to perform when routing the email content: Route to operator, Route to work queue, or Create a case.
   3. In the Value field, enter an operator, work queue, or case name.
   4. Define under which criteria to carry out the action.
      1. In the first list, click the field to use as the criteria: Entities, Header > From (email), Header > From (name), Header > To (email), Header > Subject, Category, Sentiment.
      2. In the second list, click a comparator, for example: is equal.
      3. In the last field, enter a value for the criteria to match or not match.
      4. Optional: If you selected a category in step i, define the confidence threshold:
         1. Click the Configure icon.
         2. In the Confidence threshold list, click a comparator, for example: Is greater than.
         3. In the list, click a value between 0.1 and 1.0.
         4. Click OK.
   5. Optional: Click + and repeat step d to define additional criterion of the condition.
6. Optional: Repeat step 5 to define additional routing conditions.
7. 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: Route to operator, Route to work queue, or Create a case.
   2. In the Value field, enter an operator, work queue, or case name.
8. Click Save.
9. Optional: Test email routing conditions.

Open topic with navigation