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Testing email routing conditions

Updated on June 21, 2021

When you configure an Email channel, define routing conditions to improve the responses that Pega Email Bot™ provides to an email that you receive. Before training and moving the email bot natural language processing (NLP) model to a production environment, you can use the test console to verify all the routing conditions for intelligent email routing.

Before you begin: Define routing conditions for the email bot based on email header content, NLP text analysis, or a when rule. For more information, see Configuring intelligent email routing.

You can test whether your email bot triggers the correct routing actions that you define for each routing condition case. In addition, you can verify sentiment detection.

  1. In the navigation pane of App Studio, click Channels.
  2. In the Current channel interfaces section, click the icon that represents your existing Email channel.
  3. In the Email channel, click the Behavior tab.
  4. Click Test.
  5. In the Test routing conditions window, verify a routing condition:
    1. Challenge criteria for a routing condition by entering the parameters of a sample email.
    2. Click Test.
    3. In the Outcomes section, verify that the correct action occurs for the routing condition.
      You can follow several guidelines if the outcome of a routing condition is not correct. For more information, see Troubleshooting email routing conditions.
    4. Click Close.
  6. Optional: To test all routing conditions, repeat step 5 for each routing condition.
For example:
Testing routing conditions for the email bot
The testing routing conditions window for the email bot
What to do next: After verifying that each of the routing actions occurs when the criteria hold true, train the model for the email bot by using sample data. For more information, see Training the model for the Email channel.

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