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Implementing an email bot for an Email channel

Updated on October 12, 2021

Give users the ability to seamlessly interact with an application by email. When you implement an Email channel, your Pega Email Bot™ intelligently responds to user email requests.

For example, the email bot opens a related business case about a reported issue and forwards the triage case to another operator by using intelligent email routing. A triage case stores information from a received email in the system.

In an email bot, you can set up intelligent routing of emails by defining routing and automation conditions based on rules, email details, or natural language processing (NLP), such as entity extraction, category detection, and sentiment analysis. With intelligent routing, the system automatically routes incoming email content to an operator or to a work queue as an email triage, or creates a 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, after moving your email bot to 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, must you then unlock the rulesets.
  1. Build and configure an Email channel for an application:
    1. Set up an email bot by creating an Email channel, adding email accounts for email handling, and selecting a reference operator.
      For more information, see Creating an Email channel.
    2. Define Email channel behavior by adding suggested cases, defining suggested responses, and configuring email analysis.
      For more information, see Defining Email channel behavior.
    3. Set up intelligent routing of emails by defining routing conditions based on email header content, text entity, topic, sentiment analysis, or a when rule.
      With intelligent routing, the system automatically routes email content from users to an operator or to a work queue as an email triage case, or creates a top-level case. For more information, see Configuring intelligent email routing.
  2. Use the Email channel to record and train the data for the text analytics model, triage emails, and create reports:
    1. Enable the recording of training data, create training data, and then apply changes to the text analytics model for the email bot.
      For more information, see Training data for the Email channel.
    2. Triage incoming emails for the email bot.
      You can reply to users, send Pulse messages, spin off business cases, detect duplicate triage cases, or resolve triage cases. For more information, see Triaging incoming emails.
    3. Create custom reports for your email bot, to help you visualize the system performance and level of automation in the handling of received emails and triaged cases.
      For more information, see Creating reports for the Email channel.
For example: The following video describes new chatbot and email bot features that are available in Pega Platform version 8.4:

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