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Understanding constraints and contact policy limits

Too many contact attempts over a short period of time can have a negative impact on a customer's willingness to further interact with your actions. They can also be non-compliant with corporate or regulatory guidelines. To prevent that, you can specify the following constraints for contacting your customers:

This article describes the Next-Best-Action framework shipped with Pega Marketing™ 8.4 and  Pega Customer Decision Hub™ 8.4. For Pega Customer Decision Hub 8.5, see the Pega Customer Decision Hub User Guide on the Pega Customer Decision Hub product page.
  • Customer contact limits - Limit the number of interactions which a customer can receive over a given period of time on a specific channel. For example, you can decide that you do not want your customers to receive more than two emails per week. For more information, see Configuring a contact policy for Next-Best-Action Designer.
  • Volume constraints - Limit the number of actions which are offered to customers. You can define the following constraint types:
    • Per channel - Limits the number of actions delivered on a specific channel. For example, you can set a constraint that limits the number of emails sent per day. Channel constraints can be combined with action or action property constraints. For example, you can specify that no more than 1000 Credit Card offer emails can be sent in a given time period.
    • Per action - Limits the number of times a specific action is offered to customers. For example, you can set a constraint that limits the number of times that a specific Credit Card offer is presented to customers.
    • Per action property - Limits the number of times a group of actions is offered to customers. The actions are grouped based on a specific property or properties. For example, you can limit the number of actions which belong to a specific business issue.
      For more information, see Configuring volume constraints for Next-Best-Action Designer.
  • Contact policy library - Define suppressions, that is, automatically put an action on hold after a specific number of outcomes are recorded for some or all channels. For more information about the contact policy library, see Configuring contact policies to temporarily suppress actions.
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