Agentic processing of Assignments

When an Assignment is configured for agentic processing, the Pega GenAI Agent contacts the Assignment owner by email, collects the required information, and resolves the Assignment based on the reply. Agentic Assignment Processing reduces manual follow-up for routine tasks completed through email.

With Agentic Assignment Processing, the AI Agent processes Assignments that a person would normally complete. The Agent sends an email to the Assignment owner, waits for a reply, and then uses that reply to process and close the Assignment.

Agentic Assignment Processing applies only to assignments routed to individual operators. It does not support assignments routed to Work Queues.

When you enable Agentic Assignment Processing on a Step, the system creates the Agentic Assignment processing channel. By default, the system associates this Channel with a placeholder email account. You must update the default email account so that the Agent sends emails from the correct business account.

Agentic Assignment Processing has the following limitations:

• Agentic Assignment Processing does not support Approval Steps.
• Agentic Assignment Processing does not support screen flows.
• Agentic assignment processing uses the default Access Group for authorization.

Before the Pega GenAI Agent can process an assignment, you enable Agentic Assignment Processing on the Assignment step in the Case Type. After you enable the feature, the system creates a default Agentic Assignment processing channel and associates it with a placeholder email account. You then update the channel with the business email account for agent-to-assignee communication.

1. To enable Agentic Assignment Processing on a step, in the navigation pane of Infinity Studio, select Case Types, and then select the Case Type you want to configure. For example, File a complaint.
   
2. Select the Workflow tab, and then select Lifecycle.
   
3. Select the step you want to automate. For example, Review details and submit.
   
4. In the properties pane on the right, select the General tab.
5. Select the Enable Agentic Assignment Processing checkbox.
   
6. Select Save.
   

Enabling this feature creates a default Agentic Assignment processing channel with a placeholder email account.

You must update this account to the business email address you want the agent to use.

1. To update the email account, in the navigation pane of Infinity Studio, click Channels.
   
2. Select Agentic Assignment processing channel.
   
3. On the Overview tab, in the Email accounts list, select the email account you want the agent to use for operator communication.
   
   

4. Select Save.
   

If you enable Agentic Assignment Processing for a Case Type step that is handled by an external user, verify that the application Access Group is assigned to the Operator ID used for routing. This configuration supports secure and consistent case handling and prevents issues with agentic processing.

For example, you configured a Collect new participant details step to route to an external user with agentic assignment processing enabled.

The following figure shows the General tab of a Collect new participant details step configured to route to an external user with agentic assignment processing enabled.

In this configuration, the Operator ID selected in the step settings must have access to the application Access Group.

1. To configure the Operator ID, edit the Operator ID that you selected in the Handled by (operator) field in the Case Type step settings. In this example, AssignmentAgent.
2. In the navigation pane of Infinity Studio, select App, and then select Records.
3. Expand the Organization category, and then select Operator ID.
   
4. In the list of Operator ID Rules, search for and open the Operator ID that you selected to handle routing to the external user for Agentic Case processing.
   
5. In the Operator ID Rule, on the Profile tab, in the Application Access section, select Add item.
   
6. In the new row, in the Access Group field, search for and select your application Access Group.
   
7. Select Save as, and then save the Rule in your application Ruleset.
   

After you enable and configure Agentic Assignment Processing, the Pega GenAI Agent can contact the assignee, collect the required information, and resolve the Assignment by email. Verify that the Assignment is routed to an individual operator and that the correct business email account and Access Group are configured. These settings support secure and consistent agentic processing in your application.