Selecting the routing processing mode

Select the processing mode for intelligent email routing so that the Pega Email Bot correctly responds to emails saving time and ensuring quicker resolution of cases. The system can trigger only either the first action or every action in the list of matching conditions. For example, you can set up the processing mode to ensure that when several routing conditions hold true, the system creates a top-level case and sends an automatic reply to the user.
  1. In the header of Dev Studio, click the name of the application, and then click Channels and interfaces.
  2. In the Current channel interfaces section, click the icon that represents your existing Email channel.
  3. In the Email channel, click the Behavior tab.
  4. In the Intelligent routing section, in the Process list, select a processing mode:
    • To trigger only the first action in the list that matches the conditions, select First matching action.

      All other actions in the list with matching conditions are not triggered.

    • To trigger every create case and automatic reply action in the list that matches the conditions, and skip all route to actions, select All matching actions.

      If no create case or automatic reply action in the list match the conditions, the system triggers only the first route to action that matches the conditions.

  5. Click Save.
What to do next: Define routing conditions for the email bot based on email header content, NLP text analysis, or a when rule. For more information, see Adding a routing condition based on email header content, Adding a routing condition based on NLP text analysis, and Adding a routing condition based on a when rule.