Creating an Email channel

Create Pega Email Bot so that users can interact with a Pega Platform application more efficiently to report or solve an issue by using email. With an email bot, customer service representatives (CSRs) or the system can automatically triage emails to a work queue or create top-level cases based on user requests. For example, users can create a case to inquire about a car price estimate or to book a flight.

1. In the header of Dev Studio, click the name of the application, and then click Channels and interfaces.
2. In the Create new channel interface section, click Email.
3. In the Email channel name field in the Details section, enter a name for your Email channel.
4. Optional: To explain the purpose of your email bot, in the Description field, enter a short description for the email bot.
5. In the Email handling section, click Add email account, and then select an email account.
   You add email accounts to the system so that the email bot can work on the emails that users send to the email accounts that you configure. For more information, see Adding email accounts for email handling.
6. Optional: To verify that you can use the email account that you selected, click Verify.
   For more information about troubleshooting email integration settings for the Email channel, see Troubleshooting email accounts in the Email channel.
   Result: If the email account verification fails, you can view information about the reason why the process failed by clicking a link.
7. If you want to define additional email accounts for the email bot, repeat steps 5 and 6.
8. Optional: To enhance how information is presented in emails and triage cases and to enable rich HTML text for the email bot, in the Additional settings section, select the Allow rich text (html) in emails check box.
   For more information, see Enabling rich HTML text in emails.
9. In the Reference operator list, select a reference operator for your email bot.
   You select a reference operator so that the system automatically assigns the email triage case to a unique Pega Platform operator when an exception occurs. For more information, see Selecting a reference operator for an Email channel.
10. In the Languages list, select the languages in which the email bot interacts with users.
    For more information, see Selecting languages for an Email channel.
11. Click Save.