Let's say I have a population of customers. A subset of customers have only opted in for e-mail. Another subset have only opted in for sms. A third subset have opted in for both e-mail and sms.
How do I make sure that Pega CDH only allocates outbound actions on the sms channels to a customer that have opted in to sms. And how do I make sure that Pega CDH only allocates outbound actions on the e-mail channel for customers that have opted in for e-mail.
There is only a single starting population in the "channels" tab in next best action designer.
***Edited by Moderator Marissa to update Platform Capability tags****
Just read about "The extension strategy OutboundChannelPreferences is available to implement any customer preference filtering, for example, that the customer does not wish to be contacted through SMS. This is a placeholder strategy and needs to be implemented if you wish to take advantage of this." Maybe that's the way to do it.
Posted: 2 years ago
Posted: 26 Oct 2020 15:46 EDT
Saleem Abdelsayed (Saleem_A)
Senior Director, Product Management, 1:1 Customer Engagement