Email channel custom rules

When you configure an Email channel interface as a Pega Email Bot, you can edit several rules for the channel. Performing this task allows you to add custom logic to the email triage process that is used for Email Bot.

For example, before the triage stage of an interaction case takes place, you can add an extension point that counts the number of interaction cases for analytics purposes. You can also add an extension point after the triage stage to display an advertisement about related services that might be useful to the user.

Custom rules

You can edit the following rules to add custom logic to the Email channel.

Rule type	Rule name	Usage
Activity	pyParseReplyMail	A `Work-Channel-Triage` class activity that parses the latest reply from the email thread.
Activity	pyTransferTriageAssignment	A `Work-Channel-Triage` class activity that is called from the pyTransferTriageAssignment local action.
Flow	pyPreTriage	A `Work-Channel-Triage` class flow of the PreTriage stage that is an extension point before the triage stage of an interaction case. You can override this flow to do specific processing before the email triage stage.
Flow	pyPostTriage	A `Work-Channel-Triage` class flow of the PostTriage stage that is an extension point after the triage stage of an interaction case. You can override this flow to do specific processing after the email triage stage.
Flow	pyTransferAssignment	A `Work-Channel-Triage` class flow that defines the transfer local action. This flow is invoked from the transfer button in the triage flow action.
Section	Work-pyRelatedWork	A section that you can include to show related cases for a specific case.
Notification	pyInvolved_PulseDiscussion	A `Work-Channel-Triage` class notification that activates a notification when a new reply is sent in the interaction case using the reply option in triage flow action.

Read-only rules

You can also use the following read-only rules directly in the Email channel.

Rule type Rule name Usage

Data page

Rule type	Rule name	Usage
Data page	D_pxGetInteractionCaseDetails	A `Work-Channel-Triage` class data page to which you pass an interaction case `ID` to obtain details about the page.
Data page	D_pxGetRelatedInteractionCase	A data page that lists the `ID` and `isKey` values of the related interaction cases. This data page is useful while configuring the activity feed if the feed of related interaction cases needs to also be shown. The D_pxPosts data page can be used as the source feed and context parameter should be populated with `insKey` valuesof interaction case provided by D_pxGetRelatedInteractionCase.
Flow	pxMapEntitiesToCase	A local action that is used in any case created by using email triaging. This flow helps with quickly mapping entities that are extracted during the email triage process to the actual case properties. This local action is only visible if the when rule work-pxCaseHasRelatedInteractionCase is true, for example, the case is created by the email triaging process. When triaging interaction cases, a user can create business cases. During triaging, entities are extracted from user input and saved in a work page. This flow action is rendered on that page and has access to all the entities extracted during the triage process.

D_pxGetInteractionCaseDetails

A Work-Channel-Triage class data page to which you pass an interaction case ID to obtain details about the page.

Data page

D_pxGetRelatedInteractionCase

A data page that lists the ID and isKey values of the related interaction cases.

This data page is useful while configuring the activity feed if the feed of related interaction cases needs to also be shown. The D_pxPosts data page can be used as the source feed and context parameter should be populated with insKey valuesof interaction case provided by D_pxGetRelatedInteractionCase.

Flow

pxMapEntitiesToCase

A local action that is used in any case created by using email triaging. This flow helps with quickly mapping entities that are extracted during the email triage process to the actual case properties. This local action is only visible if the when rule work-pxCaseHasRelatedInteractionCase is true, for example, the case is created by the email triaging process.

When triaging interaction cases, a user can create business cases. During triaging, entities are extracted from user input and saved in a work page. This flow action is rendered on that page and has access to all the entities extracted during the triage process.