Defining advanced Email text analyzer configuration

Text analyzers process user input and look for matching responses. In the advanced text analyzer configuration for an Email channel, you can specify several text analyzer definitions to provide the best response to users. User input is analyzed by the first text analyzer definition in the list, and if no match is found, the second text analyzer definition in the list, and so on, until a response is found.

You can specify whether each text analyzer analyzes the email body, the email attachments, or both, and looks for matching responses. For example, if a user sends an email message requesting to buy an airline ticket, you can run a selected text analyzer to process the body of the email, so that Email Bot knows how to respond. It can associate the booking ticket topic with the email and send an automatic reply to the user.

  1. In an Email channel interface, click the Behavior tab.
  2. Select the Use advanced configuration check box.
  3. Add a new text analyzer definition to the list:
    1. Click + Add text analyzer.
    2. In the Text Analyzer type list, click a text analyzer. For example, click: iNLP or Pega NLP.
    3. Optional: If you select the Pega NLP text analyzer, in the Text Analyzer rule field select a text analyzer rule that contains an NLP definition to use.
    4. To analyze the email body for entities, in the Entities row, select Apply for email body.
    5. To analyze the email attachments for entities, in the Entities row, select Apply for attachments.
    6. To analyze the email body for topics, in the Topics row, select Apply for email body.
    7. To analyze the email attachments for topics, in the Topics row, select Apply for attachments.
    8. Click Submit.
  4. Optional: To configure a text analyzer definition, click the Switch to edit mode icon next to the text analyzer.