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 topic 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 customer service representatives (CSRs) 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, 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, use the Test Console to enter an email that identified as an Address Change Case.

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, send an email from the Web Mail client.

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

Log in to the Interaction Portal as a CSR and check Incoming emails.

Click Get next email to open the Case.

Observe that the Suggested replies section includes the Missing info reply.

You have reached the end of this demonstration.