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Understanding channels


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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:

Channel Direction Additional comments
Call center Inbound
Email Outbound
Mobile Inbound
Other N/A Use the Other channel to manage communications that are not covered by any of the predefined channels.
Paid N/A Use the Paid channel to enable advertising on paid destinations, such as Facebook Ads, Google Ads, and others. For more information, see Extending next-best-action to digital advertising platforms with Paid Media Manager.
Push notification Outbound
Retail Inbound
SMS Outbound
Web Inbound

You can enable or disable any of the individual channels. If a channel is toggled off, its status is stored in a decision data rule (DDR) and the related part of the strategy framework is turned off. Setting the toggle to on reactivates the related part of the strategy framework.

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