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Using contact policies in strategies

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Pega Customer Decision Hub Strategies can use Contact Policies to restrict the Strategy output based on channel limitations that are specified in the Contact Policy rule. To do this, add a Contact Policy shape to the Strategy canvas and configure its properties to reference a Contact Policy that you created. For more information about Contact Policies, see Contact Policies .

Before adding a Contact Policy shape to the Strategy, make sure that the following prerequisites are met:

  • The Strategy must include a Proposition Data shape. The Proposition Data shape imports actions which the Contact Policy shape uses as input.
    For Strategies that include an action bundle, only the action marked as Bundle Parent must be imported as input. For more information, see Contact policies and action bundles.
  • Set the pyDirection property on each action where Contact Policies should apply to “Outbound” . Contact Policies only apply to actions on outbound channels.
  • Set the pyChannel property on each action where Contact Policies should apply to one of the channel names in the referenced Contact Policy rule. Contact Policies only apply to actions on channels that are restricted in the referenced Contact Policy rule.
  • Mark the referenced Contact Policy rule as available.
  • Make sure that the Contact Policy is currently valid, that is, its start date is not in the future and its end date is not in the past.

If the prerequisites are not met, Contact Policy limits are ignored, except for settings in the Contact Policy Output section. The Contact Policy will always limit the number of actions to the value specified in the Output section, even if other limits are ignored. For more information, see step 4 below.

  1. To add a Contact Policy shape, in the Strategy canvas, right-click anywhere in the canvas, and then click Arbitration Contact Policy .

  2. Right-click the Contact Policy shape, and then click Properties.

  3. In the Contact Policy Properties window, in the Contact Policy Context field, select a Contact Policy that you want to use to restrict Strategy results.

  4. Optional:

    In the Contact Policy Output section, specify the number of actions that are allowed by the Contact Policy shape. Select on of the following options:

    • First – This option restricts the output of the Contact Policy shape to a specific number of actions. For example, if you enter 5 as the number of allowed actions, the Contact Policy shape filters out all actions after the first five that satisfy the Contact Policy criteria. The default number of allowed actions is 1.
      Ensure that actions are prioritized before the Contact Policy shape so that Contact Policy can restrict the output to the highest-priority actions.
    • All – This option does not filter out any actions that satisfy the Contact Policy criteria.
  5. Click Submit.

  6. Optional:

    Add more Contact Policy shapes to the canvas.

    For example, you can link a Contact Policy shape which sets the daily limit of actions on the Email channel to a Contact Policy shape which sets the weekly limit on the same channel. In this way, you can ensure that both daily and weekly channel limits are satisfied.
  • Contact policies and action bundles

    For Strategies that include an action Bundle, only the action marked as Bundle Parent must be imported as input. If the Contact Policy shape allows the Bundle Parent to be included in the Strategy results, actions marked as Bundle Members should be added to the Strategy output.

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