Email triage cases

An email triage case stores information from a received email including text analysis, attachments, and related users. Email triage cases help track information and resolve problems more quickly reported by customers of a Pega Email Bot.

Unlike cases, which are instances of a case type, email triage cases have the following characteristics:

• Email triage cases are intermediary objects that you must manually triage.
• You do not control the definition of an email triage case like you can for cases because they are not instances of a case type.
• You do not create an email triage case.

You can view all email triage cases for the Email channel interface by using the Application Explorer. You can also perform triage of email triage cases for Email Bot, from the Case Manager portal.

Email Bot

The chat conversation details for an Email Bot session that are saved in an email triage case consist of input messages from the customer and replies from the customer service representative, starting from the very first chat to the last chat in the session.

If you configured an Email channel as a Pega Email Bot, you also can automatically route the content in a received customer email message, or email triage cases in the Case Manager that represent this email content. For example, you can transfer the email triage case to another user or a work queue, or spin off a specific case or business case of a case type.