Different starting populations for different outbound channels
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.
ICA
SE
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.
Pegasystems Inc.
US
Well found. Exactly try right. Your starting population should not worry about channels, the strategy logic will. Put your check for preferences in that extension strategy to meet your business need.