Creating Agentic Email Bot

3 Tasks

15 mins

Pega Customer Service '26

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

Beginner

English

Scenario

U+ Bank wants to improve how customers receive support for Address Change requests and related issues. To reduce manual effort and provide faster, more consistent responses, the team wants to configure an Agentic Email Bot that can understand a customer email conversation, ask for missing information, process an attachment, and respond automatically.

Your assignment is to create an application-level AI agent, create an Agentic Email Channel interface, enable automatic replies, and then test the end-to-end email conversation by using the Web Email Client.

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

Role	User name	Password
Web Email Client user	customer1	customer1
Infinity Studio user	CSDeveloper	password123!

Your assignment consists of the following tasks:

Task 1: Create an agent for the Agentic Email Bot

In Infinity Studio, create an application-level agent named Address change agent and define its purpose, guardrails, response style, and model settings.

Task 2: Create an Agentic Email Channel interface 

Create an Agentic Email Channel named AgenticSupport, configure the email account, select the agent rule, and enable automatic replies by using the AI agent.

Task 3: Test the Agentic Email Bot

In the Web Email Client, send a customer email conversation as Adam Parker and verify that the Agentic Email Bot replies correctly throughout the interaction.

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

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

• Log In

Detailed Tasks

1 Create an agent for the Agentic Email Bot

1. Click this link to download the file Agent definition details to your computer. 
   Agent definition details.docx (33.14 KB)
2. Log in to Infinity Studio as the Infinity Studio user:
   1. In the User name field, enter CSDeveloper.
   2. In the Password field, enter password123!.
3. In the navigation pane of Infinity Studio, click App, and then click Records.
4. Expand the Generative AI section, and then click Agent.
   
5. Click Create.
   
6. In the Label field, enter Address change agent.
7. In the Scope list, select Application.
8. Click Create and open.
   
9. On the Definition tab, complete the Agent Instructions, Guardrails, and Response style and tone fields by using the instructions from the downloaded Agent definition details file.
   
10. On the Settings tab, in the AI model list, select Pega-Default-Fast(Claude-4.5-Haiku).
    
11. On the History tab, enter Address change agent settings.
    
12. Click Save.

2 Create an Agentic Email Channel interface

1. In the navigation pane of Infinity Studio, click Channels, and then click the Channels Landing Page icon.
   
2. In the Create new Channel section, click Agentic Email.
   
3. On the Overview tab, in the Channel name field, enter AgenticSupport.
4. In the Channel description field, enter a meaningful description for the email bot.
5. In the Email accounts section, click Add email account, select [email protected], and then click Verify.
   
6. In the Additional settings section, in the Reference operator list, select CSR.
   
7. Click the Behavior tab.
8. In the Agent Settings section, in the Agent rule field, enter Address change agent.
9. In the Automatic replies section, select the Enable automatic replies using the AI agent checkbox.
   
10. Click Save.

3 Test the Agentic Email Channel

1. Click this link to download the file New Address Details - Adam Parker to your computer. 
   New Address Details - Adam Parker.docx (13.18 KB)
2. On the exercise system landing page, click Application Switcher, and then click Web Email.
3. Log in as the Web Email Client user:
   1. In the User name field, enter customer1.
   2. In the Password field, enter customer1.
4. In the left pane, click Mail to access the Inbox.
   
5. In the header, click Write mail to compose a new email.
   
6. Create and send the first email:
   1. In the To: field, enter a[email protected].
   2. In the Subject: field, enter Address change issue.
   3. In the message text box, enter Hi, I tried to update my address through the client portal, but the changes were not reflected in my account. Please help me update my address. Regards, Adam Parker.
   4. Click Send message.
      
7. Wait for the reply from the Agentic Email Bot.
8. Open the received email. Confirm that the response from the Agentic Email Bot acknowledges the address update issue and asks Adam Parker for the new address information needed to make the change. Then click Reply.
9. In the To: field, enter a[email protected].
10. In the reply, enter Hi, I want to update my existing address. I will send the details as an attachment. Is there a specific file type required? Thanks, Adam Parker.
11. Click Send message.
12. Wait for the reply from the Agentic Email Bot.
13. Open the received email. Confirm that the response from the Agentic Email Bot directly addresses the question about the required file type for the address information attachment. Then click Reply.
14. In the To: field, enter a[email protected].
15. In the reply, enter Hi, Please find the attached file containing the details of my new address. Let me know if you need any additional information. Thanks, Adam Parker.
16. In the header, click Attachments, and then click Attach file.
17. Locate the New Address Details - Adam Parker file, click Open to attach the file, and then close the window.
18. Click Send message.
19. Wait for the reply from the Agentic Email Bot.
20. Open the received email. Confirm that the response from the Agentic Email Bot acknowledges receipt of the attachment and uses the data in the attachment to continue the address change process.

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Available in the following mission:

• Email Bots for Pega Customer Service v10