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.

Note: 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 topics for intelligent routing.
  3. Optional: Define suggested cases for intelligent routing.
  4. Click the Behavior tab.
  5. Optional: Define a routing condition.
    1. Click +Add condition in the Intelligent routing section.
    2. In the Action list, click an action to perform when routing the email content: Automatic reply, Create a case, Route to operator, or Route to work queue.
    3. In the Value field, enter an email template, case name, operator, or work queue.
    4. Define under which criteria to carry out the action.
      1. In the first list, click the field to use as the criterion: Header > From (email) , Header > From (name), Header > To (email), Header > Subject, NLP > Entities > name, NLP > Topic, NLP > Sentiment, NLP > Language, Condition.
      2. In the second list, click a comparator, for example: is equal.
      3. In the last field, enter a value for the criterion to match or not match.
      4. If you selected topic in step i, define the confidence threshold:
        1. Click the Configure icon next to the field with the topic name criteria to match or not match.
        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. If you selected language in step i, in the list click the name of the language.
      6. If you selected condition in step i, in the field enter or select a when rule.
    5. Optional: Click + and repeat step d to define additional criteria 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: 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.
  8. Click Save.
  9. Optional: Test email routing conditions.