Creating a case from an email

U+ Bank wants to speed up email interactions for address changes. For an address change, the email channel should start the Address Change Request case and populate the case with relevant data from the email.

To support this scenario, log in to Infinity Studio as an administrator. In the navigation pane, click Channels, and then click the Channels Landing Page icon.

On the Channels landing page, click MySupport, the email channel used by U+.

To map the email content to case properties, click the Behavior tab.

The Address change case type is configured.

Pega Email Bot scans an inbound email to identify key information in the email, such as an account number or a street address. To use these entities in a service case, you need to map each entity to the properties in the case.

In this scenario, you map address entities, such as the full name, mailing address, and primary email, to properties in the Address Change case.

Click Submit to add the mappings.

Next, add a routing rule so that Pega Email Bot creates a case when it receives an email that requests an address change.

Pega Email Bot can identify the "topic" of an email and route the email to the appropriate service case.

The Intelligent routing section contains the rules used to route emails to operators or queues based on the email topic. This is also where you add a rule to create a case.

Add a new rule using the Create case action.

You have completed all the configuration steps. You can now save your configuration and start the test execution.

Use the Test window to check your work.

The Test window confirms that the test email creates an Address Change case.

It shows the entities that Pega Email Bot has identified.

Next, use the Web Mail client to test how an email case worker interacts with the case. Send the test email to the support center. The email requests a change of address.

As an email case worker, log in to the Email Manager Portal, then open the test email.

Hover over the email subject Address Change, and then click Preview.

The Summary tab shows that the system identifies the full name, mailing address, and primary email entities from the test email message.

The entities are used to fill in the associated properties in the Address Change case.

Confirm the entries and complete the case.

You have reached the end of this demonstration.