Adding a routing condition based on a when rule

Define routing conditions for Pega Email Bot to carry out automatic actions when email content meets these conditions. For example, you can configure the system to route to an operator or to create a top-level case. For the routing condition, you can use a when rule so that when the rule holds true, your email bot triggers an appropriate action for intelligent routing.

Before you begin: Select a routing processing mode so that the system either triggers only the first action from the top of the list that matches conditions, or every create case and automatic reply action in the list that matches conditions. For more information, see Selecting the routing processing mode.
If a routing condition holds true, the system triggers an action or several actions, depending on the routing processing mode that you select. If the email content does not meet any of the routing conditions, you can also specify how the email bot responds.
  1. In the Current channel interfaces section, click the icon that represents your existing Email channel.
  2. In the Email channel, click the Behavior tab.
  3. In the Intelligent routing section, click Add condition.
  4. In the Action list, select an action to perform when routing the email content.
    For example: Route to operator
  5. In the Value field, enter an email template, case name, operator, or work queue.
    For example: For the Route to operator action, enter a name of a Pega Platform user.
  6. Define the criteria for carrying out the routing action:
    1. In the When list, select Condition.
    2. In the field to the right of the When list, enter or select a when rule that you want to use as the condition for carrying out the action.
    For example: Configure a routing condition to route the email to an operator Andrew Sullivan when the pyIsInWorkList rule is true.
  7. Optional: To add more automatic responses based on a when rule, repeat step 3 through 6 for other routing conditions.
    You can also add an automatic response based on email header content or natural language processing (NLP) text analysis.
  8. Optional: To specify how your email bot responds when you do not define any criteria or when the email content does not meet any of the criteria, define the default action:
    1. In the Otherwise area, in the Action list, click an action to perform.
    2. In the Value field, enter an email template, case name, operator name, or work queue.
  9. Click Save.
What to do next: Verify that the email routing conditions work as expected. For more information, see Testing email routing conditions.