Replying to users by email for an email bot
To ensure better responsiveness and quality of service in your organization, during the email triaging stage for Pega Email Bot™, a customer service representative (CSR) can use email to quickly respond to user help requests, or to report issues.
For example, a customer service representative that receives an email asking about a car insurance quote can quickly reply to the user, thanking them for their email and requesting any additional information necessary to generate their car insurance case.- Open a portal by performing one the following actions:
- To open the Case Manager portal, in Dev Studio, click Launch web interface, and then click Case Manager.
- To open the Email Manager portal, in Dev Studio, click Launch web interface, and then click Email Manager.
- Open a triage case by performing one of the following actions:
- To edit a triage case in the Case Manager portal, in the dashboard view in the list of cases, click a case name.
- To edit a triage case in the Email Manager portal, in the list of emails, click an email.
- In the toolbar above the email text, click Reply.
- In the text area, enter a reply to the user's email.
- Optional: To carbon copy or blind carbon copy additional users in the reply, click Cc or Bcc.
- Optional: To attach files to the reply, click Attach Files, and then select a file.
- Click Send.
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