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Outbound channels

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The OutboundChannels sub-strategy links actions with the treatments for all of the outbound channels; a separate sub-strategy is called for each of Email, SMS, Push, Paid, Assisted and Other (custom channel). After the action is linked to one or more treatments, the customer contact limits (outbound limits) are applied by the OutboundLimits sub-strategy to ensure that you do not over-communicate with a customer on a particular channel.

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.

This strategy only applies if the primary direction is Outbound or if the direction has not been specified (which implies it is a batch run). The individual channels must also be active on each action.

The OutboundChannels strategy

Email channel strategy

The EmailChannel strategy links actions with email treatments from the EmailTreatmentsJoin DDR. As a result, the pyTreatment value is set on the action. The pyTreatment property can be used in the action flow canvas to dynamically set the treatment name. This allows you to define a template flow and apply it to the action.

The EmailChannel strategy

SMS channel strategy

The SMSChannel strategy links actions with SMS treatments from the SMSTreatmentsJoin DDR. As a result, the pyTreatment value is set on the action. The pyTreatment property can be used in the action flow canvas to dynamically set the treatment name. This allows you to define a template flow and apply it to the action.

The SMSChannel strategy

Push channel strategy

The PushChannel strategy links actions with push treatments from the PushTreatmentsJoin DDR. As a result, the pyTreatment value is set on the action. The pyTreatment property can be used in the action flow canvas to dynamically set the treatment name. This allows you to define a template flow and apply it to the action.

The PushChannel strategy

Other treatment strategy

The OtherTreatment strategy links actions with other treatments from the OtherTreatmentsJoin DDR. As a result, the pyTreatment value is set on the action. The pyTreatment property can be used in the action flow canvas to dynamically set the treatment name. This allows you to define a template flow and apply it to the action.

The pyTreatment property is then used to access the OtherTreatments library DDR and retrieve the metadata for the treatment (PlacementType, ImageURL, ContentFormat, ClickThroughURL). Individual metadata values that are defined at the treatment level will override their action-level equivalents. Note that the join conditions for the DDR are slightly different for outbound and inbound and are selected via the Switch join based on direction Switch rule.

The OtherTreatment strategy

Assisted channel strategy

The AssistedTreatmentStrategy handles the treatments for both the Call Center and Retail channels from the AssistTreatmentsJoin DDR. As a result, the pyTreatment value is set on the action. The pyTreatment property can be used in the action flow canvas to dynamically set the treatment name. This allows you to define a template flow and apply it to the action.

The pyTreatment property is then used to access the AssistTreatments library DDR and retrieve the metadata for the treatment (ImageURL, WhyRelevant, Benefits, EligibilityDescription). Individual metadata values that are defined at the treatment level will override their action-level equivalents.

The AssistedTreatment strategy

Paid channel strategy

This strategy checks if Paid is enabled and allows you to implement additional channel-specific logic.

The PaidChannel strategy

Outbound limits

The Constraints tab of Next-Best-Action Designer provides a default outbound contact limit of one email and SMS per week. This can be changed within Next-Best-Action Designer. The OutboundLimits strategy enforces these outbound limits for non-transactional actions. Transactional actions, such as compliance-related communications, bypass these outbound limits to ensure they go out to the customer.

There is an extension point strategy ContactPolicyExtension for any implementation-specific outbound limits.

The OutboundLimits strategy

Outbound channel preferences

The OutboundChannelPreferences sub-strategy is a placeholder strategy to implement any customer preferences, for example, that the customer does not want to be contacted through SMS. It contains a single extension point sub-strategy OutboundPreferencesExtension.

The OutboundChannelPreferences strategy
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