Adding suggested cases for an Email channel

Define suggested cases for your Pega Email Bot to provide meaningful automatic responses to emails. Based on text analysis of a received email, the email bot uses the suggested case as a topic to match a response to the email. For the defined suggested cases, the email bot can also perform automatic entity extraction to case properties. You can also use suggested cases during intelligent email routing.
Before you begin: Define a case type in your Pega Platform application. You can add a case to the suggested cases list only if the case type is defined in the application.

When you triage an email for an interaction case, you can spin off a regular case only if that regular case type is in the suggested cases list.

  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 Suggested cases section, click Add suggested case.
  4. In the Case type list, click the case type that you want to add.
  5. Set up text analysis for the suggested case. For more information, see Setting up text analysis for a suggested case.
  6. Click Submit.
  7. Optional: To add more suggested cases, repeat steps 3 through 6.
What to do next: 

Perform the following tasks to further define the email bot behavior: