Triaging incoming emails
By manually triaging emails for the Pega Email Bot, customer service
representatives (CSRs) and other operators, such as managers, can work through multiple
emails in the context of their application to address and resolve customer issues faster
and more efficiently. Case workers triage emails in the Case Manager or Email Manager
portal.
For example, if a user emails a request for a car insurance quote, a
CSR can immediately spin off a business case related to the car insurance topic, and reply
to the user by email, before then resolving the triage case.
Before you begin: Perform the following tasks:
- Create an Email channel and define its behavior. For more information, see Building an Email channel.
- Set up work queues for CSRs and other operators to ensure that such users can easily access the same triage cases. For more information, see Setting up work queues for email processing.
Email triage is the process of routing incoming emails to a user or to a work queue, directly creating a business case to handle the email, or taking actions in other ways to help address issues reported in the email. For more information, see Understanding the email triage process.