Shuvadeep Das (ShuvadeepDas)
Lead Consultant
ShuvadeepDas Member since 2014 13 posts
Posted: May 15, 2020
Last activity: September 2, 2020
Posted: 15 May 2020 3:20 EDT
Last activity: 2 Sep 2020 5:17 EDT

Pega email BOT Not scanning entire email

Hi all,

We are facing an issue after configuring a pega email channel. (Pega platform 8.1.4 , Pega customer Service - 8.1) We have configured the necessary text analysis rules for topic detection, entity extraction etc. and all of those working fine.

But below to issues are observed :

a. Not entire email body is being scanned for information, only the first email text in a trail email is being searched for information. The requirement here is to search for entire email body.

b. also we have configured in the email channel to enable training data but we don't see any training data on email channel -> training data tab after triage cases are resolved. 

These issues are being observed in dev environment, we are yet to dpeloy this to higher envs.

Any help on these issues will be highly appreciated.

Pega Platform 8.1.4 Conversational Channels Consumer Services Customer Service Architect