Configuring text analysis
Add comma-separated lists of words to trigger a suggestion for a case type.
Pega Customer Service
Implementation Guide
- On the Configuration tab of your Digital Messaging interface, in the Content section, click the Switch to edit mode icon for a case.
- n the Response configuration window, on the
Text analysis tab, perform the following steps to
trigger a suggestion for the case type:
- 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.
- In the Must match field, enter the words that must be present in the conversation to trigger the case suggestion.
- In the Never match field, enter the words that prevent the case suggestion.
- Click Submit.
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