Creating an Agentic Email Channel interface

This topic describes you how to configure a new Agentic Email Channel to enable intelligent and automated email interactions by using Pega Email Bot.

To create a new Agentic Email Channel, in the navigation pane of Infinity Studio, click Channels, and then click the Channels Landing Page icon.

On the Channels landing page, in the Create new Channel section, click Agentic Email.

On the Overview tab, in the Overview section, in the Channel name field, enter a Channel name. For example, AgenticSupport. In the Channel description field, enter a meaningful description for the email bot. For example, Email channel to help customers manage their card services.

In the Email accounts section, click Add email account, and then select an email account. You set up at least one email account for the email Channel so that users know which email address to send their requests to the email bot. To verify that you can use the email account that you selected, click Verify.

In the Additional settings section, in the Reference operator list, select a reference operator for the Agentic Email bot.

A reference operator is an application user on behalf of whom the system creates service emails.

In the Outbound email template, select a template for the system to use for outbound emails.

You select an outbound email template so that email interactions with customers and other stakeholders have a consistent look and feel that represents the unique brand of your organization. The system provides you with three built-in templates.

The Cobalt template uses a solid blue header with a light-colored logo, and the system displays email threads in separate bubbles with the same blue top border.

The Classic template uses a darker color logo on a gray background, and the system displays the email threads in separate bubbles with a white background.

The Clear template does not use any visible styles.

Click the Behavior tab.

In the Agent Settings section, in the Agent rule list, select an application level Agent.

In the Automatic replies section, select  Enable automatic replies using the AI agent checkbox.

When this option is disabled, the agent will not send automatic replies and will only classify emails and extract key information for routing.

Click Save to save the changes.

To check the Agent rule settings you selected, in the navigation pane of Infinity Studio, click App, andthen click Records. Expand the Generative AI section, and then click Agent.

On this page, you can view all existing agents and create a new agent if required.

Click CardServicesAppAgent.

On the Definition tab, review the content, and then adjust it if needed.

On the Case Types tab, review the Tool Rules associated with the Case Type that the Agent starts and processes. Add a new Tool Rule if needed.

To enable the Agent to source information from a buddy, on the Knowledge tab, in the Buddy section, select the buddy.

Click Save to complete the configuration.

You have reached the end of this demonstration.