Email management
Email continues to be an important customer engagement channel for businesses. Pega Customer Service 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 | |
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:
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