Implementing an email bot for an Email channel
Give users the ability to interact quickly and seamlessly with a Pega Platform application by email. Implement an Email channel so that
Pega Email Bot intelligently responds to user emails, for example, by opening a case, or
requesting more information about an issue.
In an email bot, you can set up intelligent routing of emails by defining routing conditions based on text entity, category, or sentiment analysis. With intelligent routing, the system automatically routes incoming email content to an operator or to a work queue as an email triage case, or creates a top-level case. When you set up an Email channel, Pega Platform automatically configures email instantiation for the selected case.
Note: The process of creating a Pega Platform application, including
the design and development of an Email channel for an email bot, requires open
rulesets. However, once an email bot is in a production environment, you can lock
the rulesets. Only when you need to build models further, or change the email bot
channel configuration in a production environment, you must unlock the
rulesets.