Adding a suggested reply

4 タスク

15 分

Pega Platform '26

表示の対象：All users Applies to: Pega Platform '26

初級

英語

シナリオ

Your team asks you to update your application's email channel. The team wants to add a suggested reply for when a customer sends an email and some required information is missing. The suggested reply provides an email template that the Email application user can edit and send to the customer to request the missing information.

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: Add a suggested reply

In Infinity Studio, in the My Email Bot email channel, add a suggested reply for the Address Change Case Type.

Task 2: Test the model used for topic identification

In the My Email Bot email channel, test the natural language processing (NLP) logic used for topic identification.

Task 3: Test the end-to-end configuration by using the email client

In the email client, create an email to test your email channel configuration.

Task 4: Test the suggested reply in the Portal

In the Email Manager Portal, process the emails and validate your changes.

 

このチャレンジを完了するには、Pegaインスタンスを起動する必要があります。

起動には5分ほどかかることがありますので、しばらくお待ちください。

• ログイン

チャレンジ ウォークスルー

詳細なタスク

1 Add a suggested reply

1. In the Pega instance for the challenge, click Launch Pega Infinity™, and then log in as an Email Developer by entering the following credentials:
   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 the My Email Bot channel to update the configuration.
   
4. In the My Email Bot channel, click the Behavior tab.
   
5. In the Suggested replies section, click Add suggested reply to add a new suggested reply.
   
6. In the Add suggested reply dialog box, in the Email template list, select Missing Info.
7. In the Associate topics list, select the Address Change Case Type.
   
8. Click Submit to add your suggested reply.
9. Click Save to update your configuration.
   

2 Test the model used for topic identification

1. In the upper-right corner, click Test to test the new email channel configuration.
   
2. In the From (email) field, enter c[email protected].
3. In the To (email) field, enter support@enablement.com.
4. In the From (name) field, enter Emily Foster.
5. In the Subject field, enter Moving.
6. In the Message field, enter the email content.
   For example, enter Hello! I'm moving and want to update my address.
   
7. Click Test.
   The test email evaluation is displayed.
8. Observe that the identified topic is Address Change.
   This result means that your suggested reply is available when an agent responds to this incoming email.
   
9. Click Close to dismiss the test email evaluation.

3 Test the end-to-end configuration by using the email client

1. Open the exercise system landing page, click Application Switcher, and then click Web Email.
2. Log in as the Email Client user by entering the following credentials:
   1. In the User name field, enter customer1
   2. In the Password field, enter customer1.
3. In the left pane, click Mail to access the Inbox.
   
4. In the header, click Write mail to compose a new email.
   
5. In the To field, enter support@enablement.com.
6. In the Subject field, enter Moving.
7. In the message, state that you are moving and want to update your address.
   You can use the same text you used in the previous test: Hello! I'm moving and want to update my address.
8. Click Send message.
   
9. In the left pane, click Log off, and then click Log off again to close the email client.

4 Test the suggested reply in the Portal

1. Log in to the Email Manager Portal as an Email User by entering the following credentials:
   1. In the User name field, enter emailuser
   2. In the Password field, enter password123!.
2. In the Email Manager portal, click My worklist > Incoming emails to open the Case and display the request from Emily Foster.
   
3. Click Assign to Self, and then click My worklist to work on the Case.
   
   

4. Observe that the Suggested replies section includes the Missing info reply.
   
5. Click Resolve to close the interaction, and when prompted, click Resolve again.
   
   

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このモジュールは、下記のミッションにも含まれています。

• Pega Email Bot Foundation v6