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Routing email based on content

4 Tasks

15 mins

 Visible to: All users Applies to: Pega Customer Service '26
Intermediate
English

Scenario

U+ is a major company in the financial industry that wants to improve engagement with customers. U+ has recently opened an email channel where customers can initiate contact for any needs or issues. Issues include administrative emails (for example, an address or email change), bill payments, and close accounts. Due to the large volume of incoming emails, U+ has decided to use AI and use intelligent email routing to simplify their work.

Currently, only a basic email routing system is in place — all emails are routed to a single department. A human must scan through the email and manually route it to the appropriate department. Also, several entities, such as account numbers and email addresses, are extracted.

In this phase of the implementation, U+ wants to set up automatic routing for two topics. Emails detected as address changes must be routed to the AccountMaintenance work queue, and emails detected as close account must be routed to the Closing work queue.

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

Role

User name

Password

Email client user

customer1

customer1

Customer Service Representative

CSCSR

password123!

Customer Service Application Administrator

CSDeveloper

password123!

Your assignment consists of the following tasks:

Task 1: Send emails to test current routing rules

As a customer, send two emails to U+. In the first email, you request an address change. In the second email, you request account closure.

Task 2: Verify that the emails are routed to the same queue

As a Customer Service Representative, verify that both emails are routed to the same work queue.

Task 3: Add a new suggested case and configure keywords

As a CS Application Administrator, add a new suggested case called Close Account, which is valid when the keywords close, account, closure, and discontinue are found.

Task 4: Route emails based on the topic detected

Configure the email interface to route emails to AccountMaintenance work queue when the topic detected is Address Change and to route emails to the Closing work queue when the topic detected is Close Account.

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

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

Challenge Walkthrough

Detailed Tasks

1 Send emails to test current routing rules

  1. Open the exercise system landing page, and then click Web Email.
  2. Log in as the Email client user:
    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.
    Access mail
  4. In the header, click Write mail to compose a new email.
    Write mail
  5. In the To: field, enter [email protected].
  6. In the Subject: field, enter Moving to a new house.
  7. In the message, add the following: Dear U+, I would like to inform you that I have a new address: 222 West Las Colinas Blvd., Irving, TX 75039, USA. Also, I have a new email address: [email protected]. Regards, Adam Parker
  8. Click Send message.
    Send message
  9. In the header, click Write mail to compose a new email.
  10. In the To: field, enter [email protected].
  11. In the Subject: field, enter Request to close my account.
  12. In the message, add the following: Dear U+, Please close my account at your earliest convenience. I no longer need access to the account and would like it to be permanently closed. If you need any additional information to verify my identity or complete the request, please let me know. Regards, Adam Parker
  13. Click Send message.
  14. In the left pane, click Log off, and then click Log off again to leave the email client.

2 Verify that the emails are routed to the same queue

  1. Log in as a Customer Service Representative:
    1. In the user name field, enter CSCSR
    2. In the password field, enter password123!
  2. In My dashboard, click My work queues tab.
    My work queues tab
  3. Confirm that the system routed emails to the same work queue.
     
    Note: The Intelligent routing is set up for all types of emails to be routed to a single queue: Incoming email. The Incoming email queue sends mail to the CSCSR operator.
  1. Close the interactions.
  2. In the left navigation, click My open emails.
    Navigation pane
  3. Click Get next mail.
    Get next email

The Interaction Portal opens the case and displays the request from Adam Parker.

Note: It can take up to 2 minutes for the case to get created after you send the email.
  1. Click Wrap-up, then click Submit.
    Wrap-up button
  1. Repeat steps 5 through 7 for the second email.
  2. In the upper-right corner, click C > Logout.

3 Add a new topic and configure keywords

  1. Log in to Infinity Studio as Customer Service Application Administrator:
    1. In the User name field, enter CSDeveloper
    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.
    The navigation pane of Infinity Studio
    TheChannels Landing Pageicon
  1. On the Channels landing page, click the MySupport to open the email channel configuration.
    MySupport email channel
  2. Click the Behavior tab.
    The Behavior tab
  3. In the Suggested cases section, click Add suggested case.
    Suggested Cases section
  4. In the Case type list, select Close Account.
  5. In the Text analysis tab, in the Approximate match field, make sure that the following keywords are entered: close, account, closure, discontinue.
  6. Click Submit to add the keywords.
    Text analysis tab
     
  7. Click Save to update the configuration.
    Save button
  8. In the upper-right, click Test and retest the email:
    Test button
    1. Use any value for the From (email), To (email) and From (name) fields.
    2. In the To: field, enter [email protected].
    3. In the Subject: field, enter Request to close my account.
    4. In the message, add the following: Dear U+, Please close my account at your earliest convenience. I no longer need access to the account and would like it to be permanently closed. If you need any additional information to verify my identity or complete the request, please let me know. Regards, Adam Parker
    5. Click Test to send the test message. Note that the topic is Close Account.
      Test routing conditions
 
  1. Click Close to close the Test routing conditions dialog.

4 Route emails based on the topic detected

  1. In the Intelligent routing section, click Add condition.
    Note: Observe the routing configuration for all emails. They are currently routed to a single queue: Inbound email.
    Intelligent routing section
  1. In the Action list, select Route to work queue.
  2. From the Value list, select AccountMaintenance.
    Tip: In a value field like this, just place the cursor in the field and press the down arrow button to select a valid value from the list.
  1. In the When list, select NLP > Topic.
  2. To the right of the condition drop-down list, click in the text box, and then enter or select Address Change.
    Route to work queue condition
     
  3. Similarly, route the topic Close Account to the Closing work queue.
    Route to work queue second condition
     
  4. In the header of the MySupport Channel, click Save.
    Save button
  5. Click Test and retest the Address Change email.
    Test button

In the Outcomes section, verify that the routes to the AccountMaintenance work queue.

Outcome of the AccountMaintenance work queue configuration
  1. Click Test and retest the Close Account email.

In the Outcomes section, verify that the email routes to the Closing work queue.

Outcome of the Closing work queue configuration
 

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