Setting up text analysis for a suggested case
Set up text analysis for a suggested case in an Email channel so that your Pega Email Bot associates a topic with the case and triggers an action as a response to a received email. With text analysis, your email bot provides meaningful responses to incoming email.
For example, when the email bot detects the intent of an email that relates to a request for a car insurance quote, the system suggests a car insurance case.
If you configure multiple languages for the email bot, you set up text analysis for
each language separately. This configuration ensures that the system performs email text
analysis in the correct language.
- In the navigation pane of App Studio, click Channels.
- In the Current channel interfaces section, click the icon that represents your Email channel.
- In the Email channel, click the Behavior tab.
- In the Suggested cases section, select a method for
modifying a suggested case:
- To create a new suggested case, click Add suggested case, and then, in the Add suggested case window in the Choose case type list, select a case type.
- To edit an existing suggested case, click the Switch to edit mode icon for the case type that you want to update.
- If you configure multiple languages for the email bot, in the Add
suggested case window, click a language.The supported languages are displayed on a vertical tab. When you add a new case or edit an existing case, you switch between the languages by clicking the name of a language.
- Enter the items that trigger an action, and then separate them with
commas:
- In the Approximate match field, enter words and short phrases to use as an approximate match for the suggested case that triggers the action.
- In the Must match field, enter words and short phrases that trigger an action for the suggested case when they occur in the email.
- In the Never match field, enter words and short phrases that never trigger an action for the suggested case.
- Optional: To configure additional languages for the suggested case, repeat steps 5 through 6.
- Click Submit.
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