Defining suggested cases for the Email channel

You can define a list of suggested cases for the Email channel interface that is used as Email Bot. The cases defined in the suggested cases list are used during intelligent email routing or are used as a topic that helps match a response to a received email based on text analysis of the received email content.

Before you begin: 

You can add a case to the suggested cases list only if the case type is defined in the application. When you add a case type to the suggested cases list for an Email channel, the case type is also added as a new topic in the topic list.

During email triaging of an interaction case that represents email content from a customer, you can spin off a regular case from an interaction case only if that regular case type is defined in the suggested cases list.

The list of topics for the Email channel is displayed on the Text analysis tab. The information defined in the Text analysis tab is a keyword-based classification and not model-based. However, the information in this tab is saved in a taxonomy CSV file for the text analyzer rule for the Email channel interface. Because a configured Email channel interface includes many definitions, using the model-based classification is suggested on the document level.

In addition, the secondary classification must match the case type name. For example, if Customer Support > Change address is the topic configured in the taxonomy CSV file, the change address must also be the name of the case.

To add a case type to the suggested cases list:

  1. Open an Email channel interface. For more information, see Configuring the Email channel.
  2. Click the Behavior tab.
  3. In the Suggested cases section, click +Add suggested case.
  4. In the Case type list, click a case type to add.
  5. Add text analysis for the suggested case.
    1. Click the Text analysis tab.
    2. Fill out the following fields:
      • Approximate match - The comma-separated list of words or short phrases to use as an approximate match for the suggested case that will trigger the action.
      • Must match - The comma-separated list of words or short phrases to use as an exact match for the suggested case that will trigger an action.
      • Never match - The comma-separated list of words or short phrases to match for the suggested case that will never trigger an action.
  6. Optional: Add entities extraction information for the suggested case.
    1. Click the Entities extraction tab.
    2. Click + Add mapping to add an entity to a case property mapping.
    3. In the Entity list, click an entity.
    4. In the Case property list, click a case property to map to the entity.
    5. Repeat steps 6.b to 6.d to add another entity to a case property mapping.
  7. Click Submit.