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Email management

Updated on January 7, 2022

Email continues to be an important customer engagement channel for businesses. Pega Customer Service for Financial Services 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.

Pega Customer Service for Financial Services Product Overview
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:

CSR replying to an email
Reply interface for a CSR to reply to a customer email
Details about undelivered email
CSR sees details about undelivered email on hover

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