Automatic escalated email response

When an email case is escalated, you can configure the application to send an automatic reply by using a built-in response template and close the case. In the Pega Platform application, this behavior applies to cases managed in the Email Manager Portal for Constellation. In the Pega Customer Service application on Constellation, this behavior applies to email Interaction Cases managed in the Interaction Portal. This feature enables faster escalation resolution and keeps customers continuously engaged, providing a smooth, uninterrupted experience even when AI support is unavailable or the appropriate human user, such as a customer service representative (CSR) in the Pega Customer Service application on Constellation or an email case worker in the Pega Platform application, is not immediately available.

In this situation, the system sends a built-in email reply template when neither an AI-generated response nor the appropriate human user, such as a CSR in the Pega Customer Service application on Constellation or an email case worker in the Pega Platform application, is available.

When Rules and escalation behavior

The Pega Platform application and the Pega Customer Service application on Constellation support this feature through three When Rules that control Agentic Email Bot behavior during escalation. By default, all three When Rules are set to False. Enable each rule to activate the feature:

• The pySendResponseWhenEscalated When Rule controls whether the system sends an automatic reply when a case is escalated.
• The pySendEscalationTemplate When Rule instructs the system to use the built-in pyTemplateForEscalatedEmail Correspondence Rule as the reply body.
• The pyCloseCaseOnEscalation When Rule resolves the case automatically after the reply is sent.

Case resolution dependency

The pyCloseCaseOnEscalation When Rule depends on pySendResponseWhenEscalated being active. Enabling case resolution without enabling the automatic reply does not affect case status.

Default reply template

The default pyTemplateForEscalatedEmail Correspondence Rule includes a confirmation message, a notice that the appropriate human user, such as a CSR or email case worker, will follow up, and the Case identifier (ID) field. If the default message does not reflect your organization's communication standards, you can modify the email body text directly in Infinity Studio and save the updated rule to your application ruleset.

You configure these three When Rules and the optional Correspondence Rule in Infinity Studio. Save each rule individually to your application ruleset.

To enable the automatic reply on escalation:

1. In the navigation pane of Infinity Studio, select Records.
2. Expand the Decision category and select When.
   
3. Search for and open the pySendResponseWhenEscalated When Rule.
   
4. On the Advanced tab, in the first row of the condition builder, select the Configure advanced conditions here down arrow.
   
5. Select Return value is [True/False] and set the value to True.
   
6. Select Save as and save the rule to your application ruleset.
   
7. Next, enable the built-in escalation reply template. Search for and open the pySendEscalationTemplate When Rule.
   
8. On the Advanced tab, set the Return value is [True/False] condition to True.
   
9. Select Save as and save the rule to your application ruleset.
   
10. Finally, enable automatic case resolution after the reply is sent.
11. Search for and open the pyCloseCaseOnEscalation When Rule.
    

Note that this rule takes effect only when pySendResponseWhenEscalated is also set to True. Enabling case resolution without the automatic reply has no effect.

1. On the Advanced tab, set the Return value is [True/False] condition to True.
   
2. Select Save as and save the rule to your application ruleset.
   

Optionally, you can customize the default reply template.

1. In the navigation pane of Infinity Studio, select Records.
2. Expand the Process category and select Correspondence.
   
3. Search for and open the pyTemplateForEscalatedEmail Rule.
   
4. On the Corr tab, use the rich text editor to modify the email body.
5. Update the message text to reflect your organization's communication standards.
   
6. Select Save as and save the updated rule to your application ruleset.