Defining Email channel behavior

Configure how the Email channel automatically responds to email requests, so that you can route email content and create top-level cases in your application. To ensure that the responses are meaningful and contextual, you can define such parameters as suggested cases and responses, and configure email analysis of the subject field and file attachments.

1. Provide the ability to start a top-level case based on emails that are received from users.
   For more information, see Adding suggested cases for an Email channel.
2. Provide meaningful automatic responses to emails.
   For more information, see Defining suggested responses for an Email channel.
3. Define topics, the general subject, and the intent of email that is detected by the email bot using text analysis.
   The system sets up the iNLP text analyzer by default, which uses natural language processing (NLP) and adaptive analytics text analysis to detect topics and entities in emails. For more information, see Defining topics for text analysis for an email bot and Exploring text analyzers.