Understanding the email triage process

When Pega Email Bot receives an email, the email content is first examined by a text analyzer to detect topics, entities (such as people and places), sentiment, and language. Once the email bot completes the text analysis, the system applies automatic email routing based on the outcome of the text analysis and the routing rules that you define for the email bot.

The system creates a triage case as soon as the email arrives, even if none of the routing conditions defined for intelligent email routing hold true. Customer service representatives (CSRs) can then manually triage the email and choose the appropriate outcome. If a routing condition does hold true, then the system triggers the related action, for example, creating a business case in the system. You can view and process triage cases in the Case Manager or Email Manager portal just like regular cases, for example, by looking at the work queue or by clicking to get new work.

Email triage cases

An email triage case stores information from a received email. This information includes text analysis, attachments, and related users. Email triage cases help track information and resolve problems more quickly.

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

  • Email triage cases are intermediary objects that you manually triage.
  • You do not control the definition of an email triage case as you would do for regular cases, because email triage cases are not instances of a case type.
  • You do not create email triage cases.

You can view all triage cases generated by an email bot by using the Application Explorer. You can also perform manual triage of email triage cases generated by an email bot, from the Email Manager or Case Manager portals.

Email triage chat conversation

The chat conversation details for an email bot session that the system saves in a triage case consist of input messages from the customer and replies from the CSR, from the very first chat to the last chat in the session.

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