By forwarding emails, customer service representatives (CSRs) save time and make
their job easier as they can resolve issues by exchanging information with third-
stakeholders when needed. In addition, the system is made more secure by always keeping
the forwarded email conversations in separate threads from the customer conversation, so
that other stakeholders do not access classified information accidentally.
For example, CSRs can address customer requests or reported issues in a triage
case more efficiently by contacting additional stakeholders, such as third-party vendors,
sellers, financial officers, or IT specialists. When a CSR receives a request for a car
insurance quote, the CSR can forward the customer's email to the financial officer to
immediately process the car insurance request.
The system displays the detected sentiment of each customer email in the thread
(positive, negative, or neutral) to the right of the sender's name. As a result, the
system shows the sentiment pattern for the entire customer email thread for a triage
case. The sentiment shown helps CSRs to respond quicker and take immediate action for
the triage case. For example, when CSRs notice that an email with a negative sentiment
was detected, they can immediately escalate the reported issue in the email by
forwarding the email to the correct stakeholders.
When you forward an email to other
stakeholders, before sending your email, you can save a draft of the email and
simultaneously perform other tasks, for example, work on other triage cases, forward
the email to other stakeholders, or open an unrelated business case. The system
displays information that you saved a draft of the email, including the total number
of saved drafts.
Note:
The email bot uses a secure threading mechanism to track emails in the
system. As a result, when CSRs forward an email to stakeholders, the email
subject will not include an identifier, for example,
M-1234.
For the system to display email delivery warning notifications for an
existing Email channel that was created in previous Pega Platform versions, save the existing channel in the
system at least once.
Open a portal by performing one the following actions:
To open the Case Manager portal, in App Studio, click
Case Manager.
To open the Email Manager portal, in App Studio, click
Case Manager, and then click Email
Manager.
Open a triage case by performing one of the following actions:
To edit a triage case in the Case Manager portal, in the dashboard view
in the list of cases, click a case name.
To edit a triage case in the Email Manager portal, in the list of
emails, click an email.
For example: Click ET-912.
Expand the email thread that lists an interaction between you and a customer or
another stakeholder.
When the email bot receives a new email, the system displays a green indicator
next to the email at the top of the thread.
Result: The system displays emails in a thread in chronological order, from the
most recent to the oldest.
For an email that you want to forward in an email thread, in the top-right
corner of the email, click the More icon, and then click
Forward.
In the To field, enter the user's email address to which
you want to forward the current email.
Optional: To carbon copy or blind carbon copy additional users when you forward the
email, in the Cc or Bcc field,
enter more email addresses.
Optional: To include predefined text from a template in the forwarded email, in the
Reply template list, select a reply template.For example: You can select a reply template that asks a vendor for more information
about the user.Result: The system displays the text for the selected reply template in the
email text area.
In the text area, add text for the email that you want to forward.
The system automatically appends the text from the initial email in the text
area.
Optional: To attach files to the forwarded email, click Attach
Files, and then select a file.
Optional: To save a draft of your email, click Save.
You can save a draft of the email, perform miscellaneous tasks, and then
proceed to step 11 to
forward the email.
Click Send.
The system displays the Forward icon to the left of the
email threads for forwarded content, to distinguish it from the main email
thread with the customer.
Result: The system sends the email and displays the forwarded email in a new
email thread.
If the system displays a warning notification after you forwarded the email, to
learn more about the source of the error, expand the email thread with the
notification, and then above the email subject line, click
recipient.
Note: For the system to display email delivery warning notifications for an
existing Email channel that was created in previous Pega Platform versions, save the existing channel in the
system, at least once.
Result: The system displays more details about the email delivery
error.
For example:
The following figure shows an email from a customer to forward to other stakeholders
to help resolve the issue:
An email from a customer to forward to additional stakeholders
What to do next: After a CSR takes actions to address the issue reported in the triage case, for
example, by spinning off a related business case, forwarding the email to other
stakeholders, and replying to the customer, they can mark the triage case as completed.
For more information, see Resolving triage cases.
