Email triage

Email triage is the process of routing a received email to a user, a work queue, or directly creating a regular case. By triaging received emails from a customer, a customer service representative can work quickly through multiple emails in the context of their application allowing them to resolve the customer issue quicker. In the Pega Intelligent Virtual Assistant for Email, you can define automatic routing for incoming emails, so that 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.

When an email is received by the channel it is first run through a text analyzer to extract topics, sentiment and entities. Once the text analysis is complete, the automatic email routing is applied based on the outcome of the text analysis and the routing rules that you defined for the Email channel instance. If none of the routing conditions are met, an email triage case is created where the customer service representative can manually triage the email and choose the appropriate outcome. You can view and process email triage cases in the Case Manager portal just like regular cases, for example, by looking at the work queue or by clicking Get Next Work.

Note: 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 email triage case.

The following actions are supported during email triage:

  • Replying by email to the customer who sent the email that is represented in the email triage case.
    • You can attach multiple files in the email reply to the customer.
    • You can select a predefined email response from the suggested email replies list.
  • Transferring the interaction case to another user, manager, or a work queue.
  • Spinning off one or more regular cases from the email triage case.
  • Linking related or duplicate email triage cases that were detected.
  • Resolving the email interaction case.
  • Viewing text analysis of the email content.
    • You can check whether the customer email message has a positive, neutral, or negative sentiment.
    • You can check whether any entities were extracted from the email including its attached files.
    • You can highlight any detected entities in the email triage case.
Do not use the Pulse messaging capability when you triage email cases, because it can lead to unexpected behavior.