Intelligent routing

The key functionality in Pega Email Bot™ lies in its ability to automatically respond, create cases, and route work when an email is received. Configuring and automating when and how an email bot must handle a new message is defined on the Behavior tab of the Email bot channel, in the Intelligent Routing section.

The Intelligent Routing section allows the developer to define a set of conditions that are tied to an action. The conditions are evaluated against the natural language processing (NLP) analysis when the email bot receives an email message, and if the conditions are met, the action is invoked. If none of the intelligent routing conditions are met, the otherwise action is invoked.