Question
Uniqa
AT
Last activity: 16 Oct 2024 5:25 EDT
Reactivating declined offer in CDH
We used OOTB Container API to get the NBA results and we are using Capture response API to capture the interaction history. if the action is rejected we are supressing it for 2 days now and its configured in contact policy. Now we have a new requirement where we are showing the declined actions to sales agents and they can choose to reactivate the previously declined offer.
what is the best way to do this ? should we need to override the existing interaction history with outcome as "Not rejected" or some positive outcomes ? so that the declined action will be considered again during the next container API call ? Using Pega CDH infinity 23
@RamprasadM1091 So I understand correctly, a customer would have rejected an action as it does not suit their requirements. We now want to allow Sales executives to override that rejection and make the action availabe to the customer again?
Wouldn't this cause a bad user experience? Could you please explain the business reasoning of why we want to allow this.