Triaging incoming emails
By manually triaging emails for the Pega Email Bot™, customer service representatives (CSRs) and other operators, such as managers, can work through multiple emails in the context of their application to address and resolve customer issues faster and more efficiently. Case workers triage emails in the Case Manager, Case Worker, or Email Manager portal.
For example, if a customer emails a request for a car insurance quote, a CSR can immediately spin off a business case related to the car insurance topic, forward the email to the company's financial adviser, and reply to the user by email, before resolving the triage case.Email triage is the process of routing incoming emails to a user or to a work queue, directly creating a business case to handle the email, or taking actions in other ways to help address issues reported in the email. For more information, see Email triage process.
- Reply to the customer or other users for a triage case.For more information, see Replying to customers by email for an email bot.
- Forward emails to third-party stakeholders for a triage case to help address
the requested issue more quickly.For more information, see Forwarding emails to other stakeholders for an email bot.
- Send a Pulse message to specific operators, or to everyone, to discuss the
triage case.For more information, see Sending Pulse messages for an email bot.
- Assign a triage case to another user or a work queue.For more information, see Transferring triage cases.
- Create a business case that relates to a triage case.For more information, see Spinning off business cases for an email bot.
- Associate service requests with an existing triage case.For more information, see Associating service requests with a triage case.
- Detect duplicate or related business cases in the system.For more information, see Detecting duplicate or related cases for an email bot.
- Map a case to a duplicate or related case in the system.For more information, see Mapping to duplicate or related cases for an email bot
- Link related spun-off or duplicate business cases to a triage case.For more information, see Linking related cases for an email bot
- Mark a triage case as completed.For more information, see Resolving triage cases.
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