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Email triage process

Updated on August 19, 2021

When Pega Email Bot™ receives an email, the email content is first examined by a text analyzer to detect topics, entities (such as people and places), sentiment, and language. Once the email bot completes the text analysis, the system applies automatic email routing based on the outcome of the text analysis and the routing rules that you define for the email bot.

The system creates a triage case as soon as the email arrives, even if none of the routing conditions defined for intelligent email routing hold true. Customer service representatives (CSRs) can then manually triage the email and choose the appropriate outcome. If a routing condition does hold true, then the system triggers the related action, for example, creating a business case in the system. You can view and process triage cases in the Case Manager or Email Manager portal just like regular cases, for example, by looking at the work queue or by clicking to get new work.

Note: By default, the email bot does not send automatic acknowledgment replies for incoming notification emails that the system created from service case requests. You can enable the sending of automatic acknowledgment replies for system notification emails by setting the pyEnableSendAcknowledgment when rule to true. This when rule has no effect on incoming emails from customers or other stakeholders for a triage case.

Email triage cases

An email triage case stores information from a received email. This information includes text analysis, attachments, and related users. Email triage cases help track information and resolve problems more quickly.

Unlike cases that are instances of a case type, email triage cases have the following characteristics:

  • Email triage cases are intermediary objects that you manually triage.
  • You do not control the definition of an email triage case as you would do for regular cases, because email triage cases are not instances of a case type.
  • You do not create email triage cases.

You can view all triage cases generated by an email bot by using the Application Explorer. You can also perform manual triage of email triage cases generated by an email bot, from the Email Manager or Case Manager portals.

Email triage conversation

The email conversation details for an email bot session that the system saves in a triage case consist of emails from the customer, replies from the CSR, and replies from additional stakeholders to which a CSR forwarded the email, for example, vendors. The system displays the emails for a triage case in a list from the newest to the oldest.

When you configure an Email channel as an email bot, you can also automatically route the content in a received customer email message, or triage cases in the Case Manager or Email Manager that represent this email content. For example, you can transfer a triage case to another user or a work queue, or spin the triage case off as a specific business case.

CSRs can also save email drafts and simultaneously work on unrelated tasks for the email bot making the email triaging more efficient. To help CSRs quickly troubleshoot email issues, the email bot displays warning notifications during email triaging, if there are issues with the delivery of emails.

Note: For the system to display email delivery warning notifications for an existing Email channel that was created in previous versions of Pega Platform, save the existing channel in the system at least once.

To keep all related information about an issue in one place and to ensure quicker triage case resolution, CSRs working on an email triage case can also associate service requests with the triage case. Service requests are cases in customer service applications for a reported customer issue.

Email threads for a triage case

The system uses a secure threading mechanism to keep a conversation between a customer and a CSR in a separate email thread from the conversations with other stakeholders, for example, vendors. The system automatically embeds an encrypted security code in the body of each outbound email to help track any replies and forwarded emails from different stakeholders in the correct email thread for a triage case.

By default, the system hides the case identifiers in the email subject. However, if your organization requires that this information is shown, you can configure your Email channel to always display the case identifiers in the email subject. For more information, see Creating an Email channel.

Note: If the encrypted security code is missing from a received email, the system automatically checks for case identifiers in the email subject.

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