Enabling email attachments analysis during email triage

With Pega Email Bot, you can automatically analyze the content of files that are attached to email to detect entities during email triage. Your email bot uses these entities and other information that is detected in text analysis in intelligent email routing, to determine the best action, for example, to open a case or send an automatic reply.

The system uses machine learning models that are trained to detect entities in email attachments. Pega Platform supports the following file types as attachments:
  • Microsoft Word (DOC/DOCX)
  • Open Document Format (ODT)
  • Portable Document Format (PDF)
  • Rich Text Format (RTF)
  • Simple Text (TXT )
Note: You can also enable the analysis of content in email attachments based on a when rule. Only when the when rule holds true, the text analyzer scans the content of the attached files in an email.
  1. In the navigation pane of App Studio, click Channels.
  2. In the Current channel interfaces section, click the icon that represents your existing Email channel.
  3. In the Email channel, click the Behavior tab.
  4. In the Text Analyzer section in the Analyze email attachments list, specify how you want to analyze email attachments:
    • To always analyze email attachments, click Always.
    • To analyze email attachments based on a when rule, click When, and then in the adjacent field select or define a when rule.
    An email bot can automatically analyze the content of files that are attached to email to detect entities during email triage.
  5. Click Save.