Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Triaging incoming emails

Updated on November 3, 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, Case Worker, or Email Manager portal.

For example, if a customer emails a request for a car insurance quote, a CSR can immediately spin off a business case related to the car insurance topic, forward the email to the company's financial adviser, and reply to the user by email, before 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.

Note: If you are experiencing issues with the Theme Cosmos design of your Email Manager portal, download the Email Manager Cosmos component from Pega Marketplace.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us