Cases and responses

The Suggested cases and Suggested replies section on the Behavior tab allow users to define which cases and email templates are available to the email bot. When you add or edit a case for the bot, you can add an entity mapping definition from the Suggested case dialog box. The entity mapping definition allows you to define which entity values that are extracted from an email must be mapped into case properties. Doing so effectively allows you to pass information from within an email into your Pega service case for further processing when the case is created by the email bot.

Suggested replies are added to the email bot and associated with a topic. When a topic is detected within an email, this suggested reply is shown to the triage user in the Email Manager portal. The suggested reply can also be configured to be sent automatically in the Intelligent Routing section of your bot.