Email Manager portal

Use the Email Manager portal to triage received emails. The portal combines email, case management, and artificial intelligence to turn emails into business cases in a Pega Platform application.

Note: To display the Email Manager portal in the user interface, you must add the pyEmailClient portal to the application access group.

You can change column size and sort order and hide column information. These changes are saved for subsequent logins. The source of emails consists of email triage cases for the logged-in operator. The list is not populated with work queue emails.

When a new email is assigned to you, the email list is automatically refreshed with the new content. When a reply is received for an email that is currently open, you can click the Refresh button to see the new replies.

The following actions are supported in the Email Manager portal:

  • Replying by email to the customer who sent the email. You can:
    • Attach multiple files in an email reply.
    • Select a predefined email response from the suggested email replies list.
    • Instruct the system to send an automatic email reply to the customer based on artificial intelligence.
  • Forwarding the email to another user, manager, or to a work queue.
  • Spinning off one or more regular business cases from the received email. The system:
    • Suggests business cases to create based on artificial intelligence.
    • Automatically populates business cases properties by using detected entities.
  • Linking related or duplicate emails that were detected.
  • Viewing text analysis of the email content. You can:
    • Check whether the customer email message has a positive, neutral, or negative sentiment.
    • Check whether any entities were extracted from the received email including its attached files.
    • Highlight any detected entities in the received email.
  • Viewing an email list that is updated in real time.
  • Adjusting the email list by filtering column content and by sorting the content.