Email channel behavior

You configure how the Email channel responds so that you can use it as an Email Bot in your application to route email content and to create top-level cases. You can define suggested cases and suggested replies for the Email channel. You can also set up intelligent email routing and update its natural language processing (NLP) model to improve the artificial intelligence results.

The Email channel uses an advanced email handling capability to automatically route the content of received emails in the application. By defining routing conditions, you enable Email Bot to automatically determine whether to route the received email content to operators or work queues, open top-level cases, or just send an automatic email reply. You set up a routing condition with email header metadata, NLP entities, topics, sentiment, detected language, or a when rule as its criteria.

You can configure intelligent routing so that the system only triggers the first action in the list with matching conditions. Alternatively, you can configure intelligent routing so that the system processes all matching conditions in the list. In this case, multiple actions such as creating a case and automatically replying to an email are simultaneously triggered. You can also configure multiple email accounts to act as the Pega Intelligent Virtual Assistant for the application.