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Table of Contents

Enabling channels and defining triggers

Select the channels which you use to communicate with your customers, as well as the triggers that cause Pega Customer Decision Hub to decision on Next-Best-Actions.

  • Understanding channels

    Channels are a means of communication that customers can use to interact with a company. These communications can be outbound (allowing you to send out messages to customers) or inbound (allowing customers to contact you or otherwise respond to your brand). Pega Customer Decision Hub includes support for the following channels:

  • Enabling channels

    Use the on/off toggles to indicate which inbound and outbound channels are active and should be considered for Next-Best-Action.

  • Adding additional channels to Next-Best-Action Designer

    In addition to the built-in channels provided by Pega Customer Decision Hub, you can implement additional channels by extending the ChannelSettings decision data rule. For example, if you send out physical product catalogs to your customers, you can create a Direct Mail channel for these types of treatments.

  • Configuring additional channels for use with volume constraints

    Volume constraints limit the number of actions which are offered to customers, for example, to comply with corporate or regulatory guidelines. Volume constraints can apply per action, per action property, or per channel. If the default channels do not fulfill your requirements, you can create additional channels for use with volume constraints.

  • Defining real-time container triggers

    Real-time containers manage content in real-time channels. Adding a real-time container as a trigger enables it to be called by an external channel. When a container is loaded, for example, when an individual views an ad for an action in a predefined placement on the web channel, it triggers the next best action. For more information, see .

  • Defining real-time event triggers

    Define real-time events to respond to real-time customer engagement opportunities triggered by an external event. For example, you can define a real-time event which triggers Next-Best-Action after an individual signs up for a loyalty card with your retail store. For more information, see .

  • Configuring a recurring schedule for Next-Best-Action

    Configure a recurring schedule for running Next-Best-Action using an audience that represents all customers and a daily schedule. The outbound schedule initiates any outbound actions, for example, campaigns or audience updates on external advertising platforms.

  • Defining triggers for paid media

    For consistent results across owned and paid channels, you can use Next-Best-Action to drive customer engagement on external media platforms such as Facebook Ads and Google Ads. Using Next-Best-Action with paid media ensures that each individual in an audience is targeted with the optimal offers at the right priority and maximum bid amount.

  • Frequently asked questions about channels

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

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