Case scenario - a case is created from an email—and on the initial screen we want to extract information from the email body and populate certain properties, what would be the recommended approach to achieve this. Any guidance or suggestions would be greatly appreciated, as this is my first time wo…

Thanks for raising this scenario — it’s a very common first step when teams start working with email‑driven cases, and getting the placement right early makes a big difference. My recommended approach in Pega is to keep this as governed case processing, not free‑form agent behavior: 1. Create the …

I was trying to follow the same approach. Few challenges. We are currently using Email Triage OOTB activity to create case(but is not needed) do you suggest any other OOTB activity to only create the case in constellation? While creating the GEN AI Connect rule I see we can only give Fields of…

Hi @RUDRADEEPS , Please read through the below links on Creating Gen AI connect rule and configure accordingly. Pegasystems Documentation Pegasystems Documentation

@RUDRADEEPS I think the challenge here is that you are mixing two different Pega patterns: Email Bot / email triage entity extraction and GenAI Connect attachment analysis. For the specific requirement of reading the email body and populating case properties when the case is created from an email,…

Hi @RUDRADEEPS In 2 ways you can extract the information from the email body. Each email listener linked to one text Analyzer rule (pyInteractionTA) (Records → decision → text analyzer). This text analyzer extract the data from the email subject and body. In the body if you want to extract any sp…

Thanks a lot few days back I tried quite similar approach but didnt tried the attachment one. This Document helps a lot.

Extract data from email and populate in case using Gen AI

Will_Cho (Will Cho) May 14, 2026, 7:36pm 7

@RUDRADEEPS This article shows how to extract data from email and populate addition fields in case using Gen AI. Use Pega GenAI Connect to process incoming email and attached documnt

Conversation		Replies	Views
Cookbook Recipe – Pega Agentic Email AI conversational-channels , email , generative-ai	8	655	July 22, 2026
How to use Pega GenAI Connect to process incoming email and attached document Knowledge Share pega-platform , user-experience , constellation , senior-system-architect , solutions-consultant , solutions-engineer , system-architect , lead-system-architect , case-management , email , generative-ai	11	1026	July 14, 2026
Automate Case Intake Process from Attachments User Experience	3	326	June 29, 2026
Data model for incoming email related to case General data-integration , engagement-channels , email , generative-ai	2	115	May 6, 2026
How to read incoming emails and get summary of the body from the GenAI General customer-service-developer , generative-ai , pega-customer-service	1	90	February 13, 2026

Extract data from email and populate in case using Gen AI

Related topics