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Defining treatments for actions

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A treatment represents how the action is presented and experienced by a customer in a specific communication channel. You can define treatments for a number of built-in and custom channels, such as email, web, and others.

Once created, treatments are associated to a specific action on the Treatments tab of the action rule. Treatments added to the Treatments tab of the action will be prioritized by the strategy framework and the best channel and treatment will be determined for the next best action. The Flow tab of the action should utilize the Use associated treatment option on the appropriate shape in order to take advantage of the best treatment based on the strategy framework. To create a new treatment, the user simply needs to type in the desired name and click the magnifying glass to launch the Create form for the treatment.

Treatments can be defined at the top level or can be categorized into issues and groups. The system automatically selects the issue and group in the Create form using the corresponding values from the action rule. Users can change these selections to store the new treatment at a different hierarchical level.

Eligibility conditions for treatments

You can specify the conditions under which a particular treatment or treatment type should be made available to a customer. You can apply both global (inherited) and individual eligibility conditions. Global treatment eligibilities are applied to all treatments of a specific type, as in the following figure:

Individual eligibility conditions are applied to a specific treatment, in addition to any global eligibility conditions that you specified.

Creating eligibility conditions

Eligibility conditions are defined as When rules associated with specific customer contexts. Work with your implementation specialist to define the required eligibility conditions for your treatments. For more information, see Creating treatment eligibility criteria.

Do not use treatment eligibility rules for targeting treatments to customers. Treatment targeting is better handled by the Arbitration process. Treatment eligibility is intended for eligibility rules such as Treatment is in a customer's preferred language, customer has opted into this channel, customer has a downloaded the mobile app, and so on.
  • Configuring email treatments

    The Subject field allows the user to specify the subject for the email. The email subject can be static text, a property reference, or an expression which combines both static text and property references.

  • Configuring SMS treatments

    A newly created SMS Treatment starts out with an input field for the key code and a blank canvas to compose the SMS message, as shown below.

  • Configuring push notification treatments

    A push notification treatment represents the message which you want to communicate to your customer through a notification message in an app that you own. It is typically displayed on the lock screen of a mobile device where the app is installed. Opening a push notification brings the user to the app that sent the message.

  • Configuring web treatments

    A Web Treatment represents the visual message you want to communicate to your customer on the web channel. It typically consists of an image or HTML fragment and text which is rendered in a specific location on a web page. If a user clicks on this image or HTML, Pega tracks the click event and redirects the user to a specified web page. This redirection is specified through the click-through URL.

  • Configuring mobile treatments

    A mobile treatment represents the visual message you want to communicate to your customer on the mobile channel. It typically consists of an image or HTML fragment and text which is rendered in a specific location on a web page when viewed on mobile devices. If a user clicks on this image or HTML, Pega Customer Decision Hub tracks the click event and redirects the user to a specified web page. This redirection is specified through the click-through URL.

  • Configuring agent-assisted treatments

    An agent-assisted treatment represents the message which you want a call center agent or retail assistant to communicate to your customer during an interaction such as a call center call or an in-person visit to a brick and mortar retail store.

  • Configuring other channel treatments

    You can create treatments for channels other than the ones which Pega Customer Decision Hub provides out of the box. By default, the Other Treatment rule form includes the same fields as the Web and Mobile forms, with the addition of a Treatment type field for easier classification.

  • Sections

    A newly created Section starts out as shown below.

  • Frequently asked questions about treatments

    See the following topics for additional information, tips and tricks, and best practices.

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