Email triage

Email triage is the process of routing incoming received email to a user or to a work queue, or directly creating a regular case to handle the email. By triaging emails from a customer, customer service representatives can work through multiple emails in the context of their application and resolve customer issues faster. You define automatic routing or case creation for incoming emails in the Pega Email Bot.

When an email is received by the Email channel it is first run through a text analyzer to extract topics, sentiment and entities. When the text analysis is complete, automatic email routing is applied based on the outcome of the text analysis and the routing rules that you defined for the Email channel instance. An email triage case is created in the system as soon as the email arrives, even if no routing conditions hold true, so that customer service representatives can manually triage the email and choose the appropriate outcome. If a routing condition holds true, its action is triggered, for example, a business case is created in the system. You can view and process email triage cases in the Case Manager portal just like regular cases, for example, by looking at the work queue or by clicking Get Next Work.

Email triage actions

You can take different actions in the Case Manager portal to process an email message that has been saved in an email triage case.

You can do the following actions during email triage:

  • Reply by email to the customer who sent the email that is represented in the email triage case. You can:
    • Attach multiple files in the email reply to the customer.
    • Select a predefined email response from the suggested email replies list.
  • Reply to other external and internal users. You can:
    • Reply to all and forward the email.
    • Use the carbon copy (cc), blind carbon copy (bcc) fields.
  • Transfer the interaction case to another user, manager, or a work queue.
  • Spin off one or more regular cases from the email triage case.
  • Link related or duplicate email triage cases that were detected.
  • Resolve the email interaction case.
  • View text analysis of the email content. You can:
    • Check whether the customer email message has a positive, neutral, or negative sentiment.
    • Check whether any entities were extracted from the email including its attached files.
    • Highlight any detected entities in the email triage case.
  • Send Pulse messages to discuss email case details internally, even after the email triage case is resolved.