Question
Tata Consultancy Services
IN
Last activity: 29 Jul 2020 10:21 EDT
How to route an email to an workbasket based on a phrase present in Email Attachment
We have an email channel where we need to use intelligent routing to route incoming emails to a diff workbasket when there is a particular phrase (say "Medical Data") present in the incoming Email Attachment. What is the best possible way to achieve this? We have tried to use adding Topics in the channel and then using them in the behavior tab but that is only working when the phrase is present in the email body. When the phrase is in email attachment (txt/pdf), routing is not working. We have set the "Analyze Email Attachments" option to Always in the channel. We are using PRPC 8.2.6. Any help?
***Edited by Moderator Marissa to update Platform Capability tags****
Updated: 14 Jun 2021 7:38 EDT
Pegasystems Inc.
IN
Please find the below article which might be helpful.
Pegasystems Inc.
IN
In 82x, attachments do not affect the topic outcome. Attachments are only used for Entity detection.
In later versions, you can choose whether to pick topic from Email attachments. One thing you can try is to create entity model and use that entity to execute Intelligent routing condition.
- If you know the exact keywords like 'Medical data', etc, you can create a Keyword-based entity and add it to your text Analyzer
- If not, you can try playing with Machine learning based entity extraction by providing appropriate training data for that entity.
Checkout this documentation on entity(text extraction) models - https://community.pega.com/sites/default/files/help_v82/pxpredictionstudio/procomhelpmain.htm#dsm/da-portal/tasks/da-creating-text-extraction-models-tsk.htm