Adding suggested cases for an Email channel
Specify suggested business cases for your Pega Email Bot™ to provide meaningful automatic responses to emails. Based on text analysis of a received email, the email bot uses the suggested case as the detected subject matter, to match a response to the email. As a result, customer service representatives (CSRs) can react to user inquiries more quickly and efficiently, improving overall user satisfaction.For example, if you define a bank loan business case in your application and later add it as a suggested case for the email bot, when the system detects that an email request from a customer is related to a bank loan request, the system then suggests a bank loan case to spin off to the CSR that triages the email.
When you triage an email for an interaction case, you can spin off a regular case only if that regular case type is in the suggested cases list.
- In the navigation pane of App Studio, click Channels.
- In the Current channel interfaces section, click the icon that represents your existing Email channel.
- In the Email channel, click the Behavior tab.
- In the Suggested cases section, click Add suggested case.
- In the Case type list, click the case type that you want to add.
- In the Suggested cases section, select a method for
modifying a suggested case:
For more information, see Setting up text analysis for a suggested case.
- To create a new suggested case, click Add suggested case, and then, in the Add suggested case window in the Choose case type list, select a case type.
- To edit an existing suggested case, click the Switch to edit mode icon for the case type that you want to update.
- If you configure multiple languages for the email bot, in the Add
suggested case window, click a language.The supported languages are displayed on a vertical tab. When you add a new case or edit an existing case, you switch between the languages by clicking the name of a language.
- Enter the items that trigger an action, and then separate them with
- In the Approximate match field, enter words and short phrases to use as an approximate match for the suggested case that triggers the action.
- In the Must match field, enter words and short phrases that trigger an action for the suggested case when they occur in the email.
- In the Never match field, enter words and short phrases that never trigger an action for the suggested case.
- Optional: To configure additional languages for the suggested case, repeat steps 7 through 8.
- Click Submit.
- Optional: To add more suggested cases, repeat steps 4 through 10.
- Set up entity property mapping for the suggested case. For more information, see Setting up entity property mapping.
- Define suggested responses for the email bot. For more information, see Defining suggested responses for an Email channel.
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