Enabling rich HTML text in emails

Pega Intelligent Virtual Assistant (IVA) for Email supports using rich HTML text in email conversations. By enabling rich HTML text in the Email channel, a user can send emails to IVA for Email in rich HTML text format and the system's triage cases display rich HTML text in email conversations.

Natural language processing (NLP) analysis also works in email content where rich HTML text is present.

1. Open an Email channel interface. For more information, see Configuring the Email channel.
2. Click the Configuration tab.
3. In the Additional settings section, select the Allow rich text (html) in emails check box.
4. Click Save.