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Configuring text analysis

Updated on December 3, 2021

Add comma-separated lists of words to trigger a suggestion for a case type.

Pega Customer Service Implementation Guide
  1. On the Configuration tab of your Digital Messaging interface, in the Content section, click the Switch to edit mode icon for a case.
  2. n the Response configuration window, on the Text analysis tab, perform the following steps to trigger a suggestion for the case type:
    1. In the Approximate match field, enter the words that can trigger the case suggestion but that are not required for the case suggestion to be triggered.
    2. In the Must match field, enter the words that must be present in the conversation to trigger the case suggestion.
    3. In the Never match field, enter the words that prevent the case suggestion.
  3. Click Submit.


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