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Question

 Puneeth Rao (PuneethR)
Accenture

Accenture
IN
PuneethR Member since 2015 7 posts
Accenture
Posted: Apr 9, 2018
Last activity: Apr 16, 2018
Posted: 9 Apr 2018 6:51 EDT
Last activity: 16 Apr 2018 5:50 EDT
Closed

Create cases using keywords in Email received in email channel virtual assistant

Hi,

Using the Email/facebook channel, based on the keywords in content of the email i need to create different cases. please let me know if this can be achieved. i have created a email channel and configured it to my mailbox.

Need help with how to build logic for creating different cases based on keywords in email received by email Channel.

Thanks in advance

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Conversational Channels
Case Management

Posted: 6 years ago
Posted: 16 Apr 2018 5:50 EDT
Vikas Raidhan (VikasRaidhan)
PEGA
Senior Manager, Customer Service Email
Pegasystems Inc.
IN

Assuming you are on platform version 7.3.1+, you can use 'Automatic routing' of email channel to create cases automatically when certain category is identified in the incoming mail. 

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