To ensure better responsiveness and quality of service in your organization,
during the email triaging stage for Pega Email Bot, a customer service representative
(CSR) can use email to quickly respond to user help requests, or to report
issues.
For example, a customer service representative that receives an
email asking about a car insurance quote can quickly reply to the user, thanking them for
their email and requesting any additional information necessary to generate their car
insurance case.
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Open a portal by performing one the following actions:
- To open the Case Manager portal, in Dev Studio,
click Launch web interface, and then click
Case Manager.
- To open the Email Manager portal, in Dev Studio, click Launch web interface, and then click
Email Manager.
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Open a triage case by performing one of the following actions:
- To edit a triage case in the Case Manager portal, in the dashboard view
in the list of cases, click a case name.
- To edit a triage case in the Email Manager portal, in the list of
emails, click an email.
For example: Click ET-733.
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In the toolbar above the email text, click Reply.
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In the text area, enter a reply to the user's email.
- Optional:
To carbon copy or blind carbon copy additional users in the reply, click
Cc or Bcc.
- Optional:
To attach files to the reply, click Attach Files, and
then select a file.
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Click Send.
Result: The system displays both the received email and the reply sent back to
the user in the triage case details.
What to do next: Once a customer service representative takes actions to address the issue reported
in the triage case, for example, by spinning off a related business case and emailing a
reply to the user, they can mark the triage case as completed. For more information, see
Resolving triage cases.