Email Manager portal

Use the Email Manager portal to triage incoming emails. The portal combines email, case management, and artificial intelligence to turn emails into business cases in a Pega Platform application.

Emails are displayed in a list that you can modify by changing column size and sort order or by hiding column information. These changes are saved for subsequent logins. The source of emails consists of email triage cases for the operator that is logged in. The list is not populated with work queue emails.

When a new email is assigned to you, the email list on the Email Manager portal is automatically refreshed with the new content.

From the Email Manager portal, you can perform the following actions:

• Reply by email to the customer who sent the email. You can:
  • Attach multiple files in an email reply.
  • Select a predefined email response from the suggested email replies list.
  • Instruct the system to send an automatic email reply to the customer based on artificial intelligence.
• Reply to other external and internal users. You can:
  • Reply to all and forward the email.
  • Use the carbon copy (cc), blind carbon copy (bcc) fields.
• Forward the email to another user, manager, or to a work queue.
• Spin off one or more regular business cases from the received email. The system:
  • Suggests business cases to create based on artificial intelligence.
  • Automatically populates business cases properties by using detected entities.
• Access multiple work queues, not only the default work queue.
• Assign an email triage case from another work queue to yourself.
• Link related or duplicate emails that were detected.
• View text analysis of the email content. You can:
  • Check whether the customer email message has a positive, neutral, or negative sentiment.
  • Check whether any entities were extracted from the received email including its attached files.
  • Highlight any detected entities in the received email.
• View an email list that is updated in real time.
• Adjust the email list by filtering column content and by sorting the content.
• Send Pulse messages to discuss email case details internally, even after the email triage case is resolved.