Question
National Australian Bank
IN
Last activity: 4 Jun 2024 13:48 EDT
Account level customer targeting
Hi Team,
We are working in Pega infinity 23.
I am working on multiple use cases where i want to reach out to customers based on their account eligibilities and also apply the contact policies based on "customer+accounts" already targeted.
So take an example : Customer has 5 account and they are maturing in some time. Some of them may be maturing in next 5 days and other might be in between 5 to 10 days. And the logic we want to apply is to reach out to customers in within 5 days before it's maturing. Considering we are planning to personalise when account is maturing; we want to make sure we are not reaching out to customers+account where we have already sent a message(in last x days). Which means the contact policy we want to apply is in customer+account level. Can you please help us understand how can we achieve it?
***Edited by Moderator Rupashree S. to add Capability tags***
Accepted Solution
Updated: 4 Jun 2024 13:48 EDT
Pegasystems Inc.
US
@KshitijP17123074 , Contact policies overate at the customer and action level today, so what you would be able to accomplish is that a customer will not get a the Account-level action again, but it would be for any of their accounts. Meaning, if you communicated to them about an action in the context of account A and then suppressed that action for 5 days, they would be suppressed for that action in the context of account B as well. Unfortunately this is the functional scope that exists in the product today. We do plan to improve this area to allow context specific contact policies, but this will not be available until version 24.2 at the earliest. If you engage your Pega account team, they can potentially connect you with the product team to review potential workarounds in the interim, but it will depend on your specific situation and use cases.