Pega GenAI features for the Email Bot

Email case workers in modern contact centers manage high volumes of incoming email and must respond quickly and accurately. Pega Email Bot™ includes built-in generative AI features, powered by Pega GenAI™, that help email case workers work more efficiently in the Email Manager Portal. These features support both design-time configuration and run-time interaction, so that teams can set up the Email Channel effectively and improving the quality of email responses sent to customers.

Pega GenAI features for Pega Email Bot are available exclusively in Pega Cloud® environments. They are disabled by default and must be activated through the Email Channel configuration set in Infinity Studio.

Features overview

The Email Manager Portal supports the following Pega GenAI features. Availability varies depending on whether your implementation uses the Pega Constellation™ or UI Kit architecture:

Pega GenAI feature	'26 UI Kit	'26 Constellation
Design-time suggested replies	✓	✓
Design-time translate replies	✓	✓
Design-time generate training records	✓	✓
Runtime tone analysis	✓	✓
Runtime suggest reply using AI	✓	✓
Email classification with Pega GenAI	✓	✓
Pega GenAI Coach	✓	✓
Agentic Email Bot	✓	✓
Complete email context analysis	None	✓
AI response for escalated emails	None	✓
Template-based fallback responses	None	✓

Design-time features are used during the setup and configuration phase. They help teams generate training records for text analytics, enable suggested reply templates, and set up translation for those replies.

Run-time features operate during live email interactions. Tone analysis evaluates the sentiment of incoming emails, which gives email operators insight into a customer's emotional state before they respond. Email classification with Pega GenAI identifies the intent of incoming emails and routes them accordingly. The Runtime suggest reply using AI feature generates contextual reply suggestions based on email content. Pega GenAI Coach guides email operators during interactions by offering contextual recommendations. The Agentic Email Bot feature automates email processing using agentic AI. Complete email context analysis, AI response for escalated emails, and Template-based fallback responses are available in Constellation implementations only and are configured in Infinity Studio.

Pega GenAI feature settings

You can control Pega GenAI features for the Email Channel through a set of configuration options in Infinity Studio. These settings determine which generative AI tools are available during email design and during live email handling, so teams can tailor Pega GenAI usage to their operational and governance requirements.

The following table lists the configuration settings and their purpose:

Setting name	Description
Enable generation of suggested templates using GenAI	When set to true, enables generation of suggested reply templates in an Email Channel by using Pega GenAI.
Enable generation of training data using GenAI	When set to true, enables generation of training data in an Email Channel by using Pega GenAI.
Enable response review using GenAI	When set to true, enables review of emails sent by email bot user.
Enable transfer summary using GenAI	When set to true, enables generation of summary of emails on click of transfer in Email Manager Portal in Constellation UI.
Enable translation of suggested templates using GenAI	When set to true, enables translation of suggested reply templates to other supported languages in an Email Channel by using Pega GenAI.

To enable Pega GenAI features:

In the header of Infinity Studio, click the application name, and then click Settings > Configurations.
On the Configurations page, expand the Email Channel configuration set.
Use the descriptions in the preceding table to determine whether you want the settings enabled or disabled, and then follow these steps:
1. To change a Pega GenAI setting for the Email Channel, click the Gear icon at the end of the setting row that you want to change.
2. In the Configure setting dialog box, verify that the Default value field is set to Constant, and then, in the list, select True or False.
3. Click Submit.
4. Repeat steps a through c for each Pega GenAI setting for email bots that you want to enable or disable.