Ensure that your Email channel is integrated with necessary email accounts and
properly configured for your system. As a result, you can later define how the email bot
responds to email requests and set up intelligent routing, helping users interact with
your application more efficiently to report or solve an issue.
by creating an email bot, the system or customer service representatives (CSRs) can
automatically triage emails to a work queue or create top-level cases based on requests
asking for help booking a flight.
Result: If the email account verification fails, you can view information about
the reason why the process failed by clicking a link.
If you want to define additional email accounts for the email bot, repeat steps
5 and 6.
Optional: To enhance how information is presented in emails and triage cases and to
enable rich HTML text for the email bot, in the Additional
settings section, select the Allow rich text (html) in
emails check box.
Enabling this option enhances how important information in the email is
presented in the system, for example, in triage cases displaying conversations
details from users.
In the Additional settings section, in the
Reference operator list, select a reference operator
for your email bot.
You select a reference operator so that the system automatically assigns the
email triage case to a unique Pega Platform operator when
an exception occurs. A reference operator is a Pega Platform
user on behalf of whom service mails are created in the system.
In the Languages list, select the languages in which the
email bot interacts with users.
You select the languages in which the email bot processes emails so that the
system can perform text analysis and provide automatic responses in the correct
language. By supporting multiple languages in an email bot, you increase the
availability of your application to users who speak different languages. You
configure reply email templates for each language separately. Note: By editing
the pyGetDefaultLanguage data transform rule for the
Data-Channel- class, you can select a default
language other than English to use when creating an Email channel. For more
information, see Overriding the default language for an Email channel.