Enabling subject analysis in email

To detect entities present in the subject of an email, enable subject analysis for Pega Email Bot. With subject analysis, a text analyzer scans the subject field of an email for topics and entities. An email bot uses entities that are detected during text analysis in intelligent email routing, to determine the best action, for example, to open a case or send an automatic reply.

An entity is text that is detected by the system in an email and its attachments to help the email bot correctly respond to users. Entity text is comprised of proper nouns that fall into a commonly understood category, for example, a person, location, date, organization, or a ZIP code. With entity property mapping, the detected entities by the email bot are automatically assigned to case properties in a Pega Platform application.

  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. Click Save.