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Treatments and channels

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The Treatments and Channels (TreatmentsChannels) strategy first checks if treatment processing is enabled based on the Channel treatment processing real-time control setting in the Handle Treatment Processing Switch rule. If treatment processing is disabled, actions are not joined with their associated treatments for the purpose of running analytics.

If Treatment Processing is enabled, outbound and inbound channels are prepared separately prior to treatment-level scoring.

The TreatmentsChannels strategy
  • Outbound channels

    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.

  • Inbound channels

    The InboundChannels sub-strategy links actions with the treatments for all of the inbound channels; a separate sub-strategy is called for each of Web, Mobile, Assisted (Call Center and Retail), and Other (custom channels).

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