How customer contact limit in NBAD Works
Customer has already provided with the offer for the week and the results are captured in IH. When we run second time the customer is getting the offer for the same week eventhough customer contact limit is 1 per week.
So how does customer contact limit(contact policy) works? How does it identify the customer is already contacted?
Pegasystems Inc.
US
Hi @DharanyaM,
Can you clarify if you are referring to the Customer Contact Policy which refers to the frequency an individual can be contacted (ie 1 email weekly) or the Contact Policy suppressions (Suppress the action if customer clicked 2x within 7 days for 30 days). Also, can you confirm which CDH version and whether you are using NBA Designer?
Tata Consultancy Services
IN
Hi @SethRobinson, I am referring to the frequency in which the customer can be contacted. Our case is twice per week. We are using CDH Version 8.4 and also NBAD.
Pegasystems Inc.
US
@DharanyaM Are you using Volume Constraints as well? If so, there is a known issue and fix (HFix-80943) that can be found on https://community.pega.com/knowledgebase/articles/required-pega-customer-decision-hub-and-pega-marketing-hotfixes#PM84
Tata Consultancy Services
IN
Hi @SethRobinson,
No we are not using volume constraints. Its just the Customer Contact Policy. But in that we are using both the types i.e contact Policy Suppression as well as the customer contact limits ( frequency in which the individual must be contacted.)
Pegasystems Inc.
US
@DharanyaM This sounds like an issue. I recommend you open a support request
Tata Consultancy Services
IN
@SethRobinson Thanks for your help . I will raise a support ticket
Pegasystems Inc.
US
Hi @DharanyaM!
When you open a case with our Support Engineers please reference this post so that they may review it.
Also, let us know the ID and we will link the two together.
Thanks!