Managing the Email channel

Carry out actions in Pega Email Bot to help fine-tune its behavior, resolve reported problems, and ensure that the system works as expected. As a result, you maintain a high quality and health of the email bot, which helps users interact with your application more easily and solve their problems more efficiently. Channel administrators upgrade, troubleshoot, and maintain the email bot whether the system is in a development, QA, or production environment.

Before you begin: Create and configure the email bot, train the text analytics model, and then let customer service representatives (CSRs) begin triaging incoming emails. For more information, see Building an Email channel and Using the Email channel.

Procedure

Address issues in the email bot by verifying the email integration settings and fixing the routing conditions that you define for intelligent routing.
For more information, see Troubleshooting the email bot.
Perform maintenance tasks and upgrade the email bot to the 8.5 version, to improve performance and make the system more reliable.
For more information, see Upgrading the email bot to the 8.5 version.
Enable the reports dashboard and the gathering of data for the built-in and custom email bot reports.
For more information, see Enabling reports for the email bot.
Insert the reports dashboard in the Case Manager or Case Worker portals.
For more information, see Adding the email bot reports dashboard to other portals.