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Question

 Eddie Moczygemba (eddie.jm)
PEGA
Principal Application Support Engineer
Pegasystems Inc.
US
eddie.jm Member since 2011 7 posts
PEGA
Posted: Aug 19, 2021
Last activity: Aug 30, 2021
Posted: 19 Aug 2021 13:15 EDT
Last activity: 30 Aug 2021 2:26 EDT
Closed

Intelligent routing not firing

I have intelligent routing configured in an email channel as such:

           Autoreply [email template] When Topic == Verify certification

                   Otherwise, route to work queue

When I Test routing conditions, the Verify certification topic is picked up, but the Outcomes is No items:

test intelligent routing

notice not even the otherwise result is not triggered.

what am I missing?

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Pega Platform 8.6
Conversational Channels

Posted: 3 years ago
Posted: 30 Aug 2021 2:26 EDT
Vikas Raidhan (VikasRaidhan)
PEGA
Senior Manager, Customer Service Email
Pegasystems Inc.
IN

@eddie.jm  I see that topic is detected with 80% confidence. Does confidence value configured with Automatic routing (Gear icon besides Topic field in Intelligent routing) match this criteria?

 

Nonetheless 'Otherwise' condition should be shown instead here. Is it the same when you send an email?

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