Email continues to be an important customer engagement channel for businesses. Pega Customer Service for Communications supports a wide range of functionality for both inbound and outbound email use-cases, allowing multi-party conversational email interactions for interaction management and notifications. AI capabilities, such as entity detection, training and learning models, as well as straight-through processing, are covered in a later part of this document.

Capabilities	Email
Multi-party email support (*illustrated in the figures after this table)	•
Forward emails to third parties	•
Attachment support	•
Undelivered email notifications (*illustrated in the figures after this table)	•
Email templates and signatures	•
Save as draft	•
Associate/disassociate a case from an email thread	•
Automated routing and case creation	•
Routing based on topic, sentiment, language or rule	•
Automated replies	•
Suggested cases/tasks	•
Inbound or outbound email	•
Email notifications	•
Workbaskets / Get next email	•
Common phrases	•

The following figures shows the CSR email experience: