Configuring the Email channel

Configure the Email channel in your application by creating different channel interfaces. By configuring an Email channel, you can use it as a Pega Intelligent Virtual Assistant in your application to route email content and to create top-level cases.

1. In the Explorer panel, click Interfaces.
2. In the Create new channel interface section, click Email.
3. In the Email channel name field, enter a name for the channel interface.
4. Optional: To distinguish this channel interface from other channel interfaces that use the Email channel, enter short text in the Description field that describes the purpose of the channel interface.
5. In the Email handling section, click +Add email account and select an email account to act as the Pega Intelligent Virtual Assistant. It must not be associated with another channel interface or case type.
6. Optional: Click Verify to verify that you can use the selected email account. If email account verification fails, you can view information about the reason it failed by clicking a link.
7. Optional: Repeat steps 5 and 6 to define additional email accounts to act as the Pega Intelligent Virtual Assistant for the application.
8. Set up routing conditions for intelligent email handling. For more information, see Configuring routing conditions for automatic email handling.
9. Click Save.