Creating a Case from emails

3 Tasks

20 mins

Pega Platform '26

Visible to: All users Applies to: Pega Platform '26

Beginner

English

Scenario

Your customer, U+ Bank, wants to speed up email interactions for address changes by prepopulating Cases with the correct values. For address change emails, the bank wants the email Channel to begin the Address Change Case and populate the Case with relevant data from the email.

To support this scenario, you need to update the My Email Bot email Channel.

The following table provides the credentials you need to complete the challenge:

Role	User name	Password
Email Web Client user	Customer1	customer1
Email Manager Portal user	EmailUser	password123!
Email Developer	EmailAdmin	password123!

Your assignment consists of the following tasks:

Task 1: Map email content

In Infinity Studio, configure the My Email Bot Channel to map email content to Case properties.

Task 2: Configure a routing rule

In Infinity Studio, in the Email Bot Channel, configure a routing Rule to create a Case when an address change request is detected.

Task 3: Run a test in the console

In Infinity Studio, use the test console in the My Email Bot Channel to send an email requesting an address change.

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

• Log In

Detailed Tasks

1 Map email content

1. In the Pega instance for the challenge, click Launch Pega Infinity™, and then log in as an Email Developer:
   1. In the User name field, enter Emailadmin.
   2. In the Password field, enter password123!.
2. In the navigation pane of Infinity Studio, click Channels, and then click the Channels Landing Page icon.
   
   

3. On the Channels landing page, click My Email Bot to update the Channel configuration.
   
4. In the My Email Bot Channel, click the Behavior tab.
   
5. In the Suggested cases section, to the right of the Address Change Case, click the Gear icon to open the Address Change Case Type.
   
6. In the Address Change dialog box, click the Mapping tab.
   This tab shows the mapping of entities from email content to Case properties.
   
7. Click Add mapping to configure the mappings:
   1. In the first row, in the Type list, select Entity.
   2. In the Value list, select Address.
   3. In the Map to case list, select Mailing Address, and then click Add mapping.
   4. In the second row, in the Type list, select Email Header.
   5. In the Value list, select From (email).
   6. In the Map to case field, select Primary Email, and then click Add mapping.
   7. In the third row, in the Type list, select Email Header.
   8. In the Value list, select From (name).
   9. In the Map to case field, select Full Name.
      
8. Click Submit.
9. Click Save.
   

2 Configure a routing rule

1. In the My Email Bot Channel, in the Intelligent routing section, if there is an existing Rule for Address Change, click the Delete icon to remove it, then click Save.
   
2. Click Add condition to add the new Rule.
3. In the Action list, select Create case.
4. In the Value list, select Address Change.
   Tip: In a value field such as Action or Value, you can also place the pointer in the field and then press the Down arrow key to select a valid value from the list.

5. Set the When condition to NLP > Topic is equal to Address Change.
   
6. Click Save.

3 Run a test in the console

1. In the upper-right corner, click Test to test the new email Channel configuration.
2. Enter the email content:
   1. In the From (email) field, enter [email protected].
   2. In the To (email) field, enter [email protected].
   3. From (name): Emily Foster.
   4. In the Subject field, enter Moving to a new house.
   5. In the Message text box, enter the following email content:
      Hello,
      My customer number is: 12457890.
      I would like to inform you that I have a new address:
      222 West Las Colinas Blvd, Irving, TX 75039, USA.
      Regards, Emily Foster
3. Click Test.

The test email evaluation is displayed.

4. Observe that the email bot creates an Address Change Case and that the results show the entities that can populate the Case properties.
   
5. Click Close to dismiss the test email evaluation.

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Available in the following mission:

• Pega Email Bot Foundation v6