Skip to main content


   This documentation is for previous versions. Go here for the newest release documentation.

Access multiple work queues in the Email Manager portal (8.3)

Suggest edit Updated on May 3, 2021

Operators of Pega Email Bot™, such as customer service representatives, can now access multiple work queues in the Email Manager portal, making the triage process much more efficient and effective. Operators only have access to work queues for the current Pega Platform™ application.

The following screenshot shows the default worklist queue in Email Manager as being selected:

Default work list - Email Manager portal
Default work list - Email Manager portal

Operators can begin to triage an interaction case from a different work queue by reassigning the case to themselves by clicking Reassign to self. A triage case is automatically removed from the operator's work list if another operator begins working on it. If multiple users are working on the same triage case, a notification is sent by the system.

For more information, see Email Manager portal and Email Bot.

Did you find this content helpful? YesNo

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Ready to crush complexity?

Experience the benefits of Pega Community when you log in.

We'd prefer it if you saw us at our best.

Pega.com is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us