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Triaging incoming emails

Updated on July 22, 2021

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:

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.

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