Question
Capgemini
US
Last activity: 24 Mar 2023 8:02 EDT
BehavioralLimits Strategy
Hello ,
I need some help with how contact policies and BehavioralLimits Strategy work in CDH.
I have an action with the following outcomes in CDH:
Pending
Delivered
Rejected.
I have created a contact policy to suppress the action for the Pending and Delivered outcome however for the rejected status when I run again the primary schedule I should see the action being offered again.
The eligibility condition on the action is looking at checking if a Policy was activated in the last 72 hours hence I am added a contact policy in order to not displayed it again when Primary Schedule is run however if the status is rejected I want the action to be picked again.
Is my understanding correct that if I have my last outcome for the same interaction as rejected the strategy should not suppress the action ?
Looking forward for an answer.
Pegasystems Inc.
US
@SilviuStefan Once an action has been suppressed, you need to wait for the time to suppress (TTL) period to end before it becomes available again. A Rejected response without a suppression won’t bring it back if I understand your question correctly.
Capgemini
US
@SethRobinson thanks for the reply. I think I figured out now the contact policies...
so from CDH when we are sending an action to the email provider: pyOutcome as Pending after the campaign run and then we insert another record "Delivered" that means that the DB template file was sent to the email provider.
In the happy scenarios the email provider will sent back to us a file where we update the IH with the fact the email was sent , then opened by the customer.
Example for a single customer in IH I will have:
Pending < Delivered< Sent< Opened or
Pending< Delivered< Sent< Clicked.
Since the activation date is in the last 3 days if the email was sent then we don't want to resent the action next day, so I applied a contact policy for SENT record , so even if I get status open or clicked the action will be suppressed . My understanding was that I need a contact policy for each outcome value to suppress the action.
For the negative scenario when I have Pending< Delivered < Rejected the action will be returned at the next run as long thee activation date is within last 3 day because I don't have the Sent record and no suppression in the ActionInsights data set will shown.
@SethRobinson thanks for the reply. I think I figured out now the contact policies...
so from CDH when we are sending an action to the email provider: pyOutcome as Pending after the campaign run and then we insert another record "Delivered" that means that the DB template file was sent to the email provider.
In the happy scenarios the email provider will sent back to us a file where we update the IH with the fact the email was sent , then opened by the customer.
Example for a single customer in IH I will have:
Pending < Delivered< Sent< Opened or
Pending< Delivered< Sent< Clicked.
Since the activation date is in the last 3 days if the email was sent then we don't want to resent the action next day, so I applied a contact policy for SENT record , so even if I get status open or clicked the action will be suppressed . My understanding was that I need a contact policy for each outcome value to suppress the action.
For the negative scenario when I have Pending< Delivered < Rejected the action will be returned at the next run as long thee activation date is within last 3 day because I don't have the Sent record and no suppression in the ActionInsights data set will shown.
I still need some advice on how I can manually test the Behavioral Limits strategy via the test panel. The first shape is a data import I did not find any article on how to test it or to bring the data import(pySRList) . ( for the NBA Top Level it is easy to see which actions are returned in the test panel).
Regards,
Silviu
Pegasystems Inc.
US
@SilviuStefan Thanks for the additional details on your use-case.
In the case of a Rejected email, how is it that you don't only capture a Sent outcome? I would expect this outcome to come back after sending but prior to the customer responding. If you need different policies based on these outcomes then you would indeed need 2 different policy limits (1 Opened, 1 Clicked) with Rejected not having a contact policy. There isn't a way to remove a suppression record based on an outcome, it must expire based on the time set on the contact policy limit.
Contact policies are typically used to limit overexpose of an action or set of actions so it is a little strange to want to remove a suppression after a Rejected response. Typically you want to suppress an action for a period of time after a customer indicates they are no longer interested and retry later.
Can you explain the use-case you are trying to achieve with no suppression for a Rejected email?
Capgemini
US
@SethRobinson so Rejected status comes back to us from the email provider. They said that this status is very rarely happening and based on their explanation this is happening when they have some technical issues hence the email was not sent to the customer. SENT is getting recorded in IH only when the email reached the customer inbox.
So if for a single customer I have in IH :Pending<Delivered< Rejected then the next day when I run the primary schedule if the customer is within last 3 days of policy activation date then i want again CDH to return the action.
if I have a positive scenario Pending< Delivered< Sent I have to apply a contact policy for pyoutcome=sent because the engagement policy is looking at the last 3 days activation date hence I need to suppress the action in order to not send again the email.
Pegasystems Inc.
US
@SilviuStefan OK got it, I didn't realize that Rejected was the physical email and not the treatment sent to the customer.
In this case as you described above, define a Contact policy for the Sent outcome which will suppress for a period or time and Do not define a policy for the Rejected outcome and the customer will continue to be eligible to receive this email until it is actually Sent and then it would be suppressed.
Thanks
Capgemini
US
@SethRobinson how CheckSpecificChannelLimits strategy is used in BehavioralLimits strategy? I do not see this strategy to refer to any other strategy even though on the documentation it is stated that this is a sub strategy of the behaviorlimits?
Pegasystems Inc.
US
@SilviuS5 This appears to be an older Enablement module that includes strategies that are no longer used or replaced in the strategy framework. I recommend switching to the 8.7 content as this module isn't published anymore.
You can refer to the published documentation below on how to add Contact policy timeframes
Bupa
AU
@SilviuStefan -- I too have a similar requirement.
I am just trying to understand, how many days are you suppressing your action for each of the outcome for the below IH scenario:-
Pending<Delivered< Rejected
For eg:- If i put suppress the action if the customer receives delivered for 14 days. Then how are you able to re-send the action for "Rejected" outcome. My understanding, ActionInsights will have the suppression with TTL of 14days.
I am in 8.7 version.
Capgemini
US
@IpsitaS16601182 If you have Pending, Delivered and Sent as an outcome then you put your contact policy on the Sent and when you get Pending, Delivered and Rejected your contact policy will not be applicable so you can resent the action via primary schedule depending of the eligibility condition. I hope this helps.
Regards,
Silviu
Wipro
US
Hello,
Thank you for your question regarding contact policies and BehavioralLimits Strategy in CDH. Based on the information you provided, I understand that you have created a contact policy to suppress the action for the Pending and Delivered outcomes, but you want the action to be offered again if the outcome is rejected. You have also added a contact policy to prevent the action from being displayed again when the primary schedule is run if the policy was activated in the last 72 hours.
Your understanding is correct that if the last outcome for the same interaction is rejected, the strategy should not suppress the action. In CDH, you can create contact policies to manage how and when a customer is contacted. A contact policy defines how often a customer can be contacted, what type of contact can be made, and when a contact can be made. You can use contact policies to suppress actions for specific outcomes based on certain conditions.
BehavioralLimits Strategy, on the other hand, is a powerful feature of Pega CDH that allows you to prevent overexposure of certain channels or messages to a customer. This feature can be used to set limits on how often customers are contacted or how many times they can be exposed to a particular message. When a customer reaches the limit, the strategy suppresses the message or channel.
Hello,
Thank you for your question regarding contact policies and BehavioralLimits Strategy in CDH. Based on the information you provided, I understand that you have created a contact policy to suppress the action for the Pending and Delivered outcomes, but you want the action to be offered again if the outcome is rejected. You have also added a contact policy to prevent the action from being displayed again when the primary schedule is run if the policy was activated in the last 72 hours.
Your understanding is correct that if the last outcome for the same interaction is rejected, the strategy should not suppress the action. In CDH, you can create contact policies to manage how and when a customer is contacted. A contact policy defines how often a customer can be contacted, what type of contact can be made, and when a contact can be made. You can use contact policies to suppress actions for specific outcomes based on certain conditions.
BehavioralLimits Strategy, on the other hand, is a powerful feature of Pega CDH that allows you to prevent overexposure of certain channels or messages to a customer. This feature can be used to set limits on how often customers are contacted or how many times they can be exposed to a particular message. When a customer reaches the limit, the strategy suppresses the message or channel.
To achieve your desired outcome, you can set up a new contact policy for the rejected outcome with different conditions than the one you created for the Pending and Delivered outcomes. You can configure the policy to allow the action to be displayed again for the rejected outcome, even if the policy was activated in the last 72 hours. This will ensure that the action is not suppressed when the customer rejects it.
I hope this information helps. If you have any further questions, feel free to ask.
Sources:
- https://support.pega.com/question/behaviorallimits-strategy
- https://academy.pega.com/topic/adding-more-tracking-time-periods-contact-policies/v1
- https://academy.pega.com/challenge/adding-more-tracking-time-periods-contact-policies/v3
- https://academy.pega.com/challenge/adding-more-tracking-time-periods-contact-policies/v1