Generating suggested replies with Pega GenAI

1. In the navigation pane of Infinity Studio, click Channels, and then click the Channels Landing Page icon.
   
2. On the Channels Landing Page, click My Support to update the Channel configuration.
   
3. In the Email Channel, click the Behavior tab.
   
4. In the Suggested cases section, select a Case or add a suggested Case.
5. At the end of the row of the selected Case Type, click the Switch to edit mode icon.
   
6. In the Case type window, select the Use GenAI to generate email reply templates checkbox.
   
7. Click Submit.

Several suggested replies display in the Suggested replies section in the Email Channel. These suggested replies are generated by Pega GenAI in all the supported languages in the Channel.

8. Click Save.
   

To edit the suggested reply, follow these steps:

1. In the Suggested replies section, at the end of the row of the specified case type, click the Switch to edit mode icon.
   
2. In the Add suggested reply dialog box, click Edit.
   
3. In the Email template dialog box, if needed, in the left pane, select the language, adjust the template, and then click Submit.
   
4. In the Add suggested reply dialog box, click Submit.
5. Click Save.