Configuring a suggested reply

Pega Email Bot improves email response and reduces workload on your support team by using text analytics to process email cases.

This demonstration shows how to provide an email template that can be used as a suggested reply based on the content.

Your team asks you to add a suggested reply for when a customer sends an email and some required information is missing.

The MySupport email channel is configured with email templates that the CSR can use as a suggested reply. The templates provide a consistent experience for the customer and also help CSRs resolve interactions.

In the Suggested replies section, you add the "Missing info" template as a suggested reply for the Address Change case.

If information is missing from an address change request, the CSR can follow up with the customer by using the email template to obtain more information.

To test the suggested reply, you use the Test Console to enter an email that identified as an Address Change case. You click Test. Observe that the Address Change was identified as the Topic. This means that your suggested reply is available when an agent responds to this incoming email.

To test your changes in the end-to-end configuration, you send an email from the Web Mail client.

You create and send an email with the subject Moving. The message states that you are moving and want to update your address.

You log in to the Interaction Portal as a CSR and check incoming emails.

You click the "Moving" work object to start a case and see that Missing info is displayed in the Suggested replies section.