Customizing the Email channel
Carry out additional configuration of Pega Email Bot™ to help fine-tune its behavior and ensure that the system works as expected. As a result, you improve the overall experience of how users interact with your application.
For example, you can customize the look and feel of the emails sent by the system or customer service representatives (CSRs) to conform to your organization's unique branding and requirements.- Configure replies and forwarded emails by performing the following tasks:
- Ensure that the system displays images inline and in a rich text format
in triage cases.
For more information, see Enabling inline images in email triage cases.
- Customize additional processing for an email reply to forwarded emails.
For more information, see Configuring how the email bot handles a reply to forwarded emails.
- Customize the system to display user names instead of email addresses in
emails.
For more information, see Configuring the email bot to display a user name in emails.
- Create additional outbound email templates that you can select during
the Email channel configuration so that emails sent by customer service
representatives (CSRs) have a consistent look-and-feel.
For more information, see Creating outbound email templates.
- Ensure that the system displays images inline and in a rich text format
in triage cases.
- Customize email bot reports by performing the following tasks:
- Enable the reports dashboard and the gathering of data for the built-in
and custom email bot reports.
For more information, see Enabling reports for the email bot.
- Insert the reports dashboard in the Case Manager or Case Worker portals.
For more information, see Adding the email bot reports dashboard to other portals.
- Enable the reports dashboard and the gathering of data for the built-in
and custom email bot reports.
- If you plan to support multiple languages in your application or one language
other than English, you can override the default language of a new Email
channel.For more information, see Overriding the default language for an Email channel.
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