Generating suggested replies with Pega GenAI

Generate suggested replies for Case Types in your Email Channel by using Pega GenAI™. This feature reduces workload and accelerates Pega Email Bot™ configuration process. The suggested replies are created in all the supported languages for the Email Channel.

Creating suggested replies with Pega GenAI

In the navigation pane of App Studio, click Channels.
In the Current channel interfaces section, click the icon that represents your existing Email Channel.
In the Email Channel, click the Behavior tab.
In the Suggested cases section, select a Case or add a suggested Case.
At the end of the row of the selected Case Type, click the Switch to edit mode icon.
In the Case type window, select the Use GenAI to generate email reply templates checkbox.
Click Submit. Several suggested replies display in the Suggested replies section in the Email Channel. These suggested replies are generated by Pega GenAIin all the supported languages in the Channel.
Click Save.
To edit the suggested reply, follow these steps:
1. In the Suggested replies section, at the end of the row of the specified case type, click the Switch to edit mode icon.
2. In the Add suggested reply dialog box, click Edit.
3. In the Email template dialog box, if needed, in the left pane, select the language, adjust the template, and then click Submit.
4. In the Add suggested reply dialog box, click Submit.
5. Click Save.