The system displays the detected sentiment of each customer email in the thread (positive, negative, or neutral) to the right of the sender email address. 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 send a reply to the user asking for more information, so that the CSR can process the request.

When you reply to a customer email, 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 system generates training data when a CSR selects a reply from the suggested reply or other replies list.
• 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.

1. 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.
2. 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-733.
3. For an email to which you want to reply in an email thread, in the top right of the email, select how to reply for the triage case:
   • To reply only to the user who sent the email, click Reply.
   • To reply to all users for the email, click the More icon, and then click Reply all.
   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 the thread in chronological order, from the most recent to the oldest.
4. Optional: To carbon copy or blind carbon copy more users in the reply, in the Cc or Bcc field, add more email addresses.
5. Optional: To include predefined text from a template in the reply, in the Reply template list, select a reply template.For example: You can select a reply template that specifies a thank you message.Result: The system displays the text for the selected reply template in the email text area.
6. In the text area, enter a reply to the user's email.
7. Optional: To attach files to the reply, click Attach Files, and then select a file.
8. 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 9 to send the email.
9. Click Send.Result: The system sends the email and displays the email reply at the top of the list in the current email thread.
10. If the system displays a warning notification after you sent 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.
    For example: The following figure shows details about an undelivered email specifying that the domain name service (DNS) did not find a valid email address for a recipient.

    

    

    Result: The system displays more details about the email delivery error.

What to do next: After a customer service representative 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 users, and replying to the customer, they can mark the triage case as completed. For more information, see Resolving triage cases.