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.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 Email triage process.
- Send a reply to the user for a triage case.For more information, see Replying to users by email for an email bot.
- Send a Pulse message to specific operators, or to everyone, to discuss the
triage case.For more information, see Sending Pulse messages for an email bot.
- Forward a triage case to another user or a work queue.For more information, see Transferring triage cases.
- Create a business case that relates to a triage case.For more information, see Spinning off business cases for an email bot.
- Detect duplicate or related business cases in the system.For more information, see Detecting duplicate or related cases for an email bot.
- Map a case to a duplicate or related case in the system.For more information, see Mapping to duplicate or related cases for an email bot
- Link related spun-off or duplicate business cases to a triage case.For more information, see Linking related cases for an email bot
- Mark a triage case as completed.For more information, see Resolving triage cases.
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