Building an Email channel

If you want users to report or solve an issue in an application by sending emails to Pega Email Bot, create and configure an Email channel in Pega Platform.

1. Set up an email bot by creating an Email channel, adding email accounts for email handling, and selecting a reference operator.
   For more information, see Creating an Email channel.
2. Define Email channel behavior by adding suggested cases, defining suggested responses, and configuring email analysis.
   For more information, see Defining Email channel behavior.
3. Set up intelligent routing of emails by defining routing conditions based on email header content, text entity, topic, sentiment analysis, or a when rule.
   With intelligent routing, the system automatically routes email content from users to an operator or to a work queue as an email triage case, or creates a top-level case. For more information, see Configuring intelligent email routing.