Enabling channels
Indicate which inbound and outbound channels are active and should be considered for Next-Best-Action. For example, if you want to use Next-Best-Action to drive your advertising on the web, make sure that the Web channel is toggled on in Next-Best-Action Designer.
| Task ID | Task-050501 |
|---|---|
| Primary role | Senior Decision Architect |
| Secondary role | N/A |
| Tertiary role | N/A |
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 Marketing includes support for the following channels:
| Channel | Direction | Additional comments |
|---|---|---|
| Call center | Inbound | |
| 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 "Paid Media Manager" in the Pega Marketing User Guide on the Pega Marketing product page. |
| 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 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.
Enabling the Email channel
- In the Pega Marketing portal, click Next-Best-Action > Designer > Channels.
- In the Channels section, ensure that the toggle for the Email channel is set to ON.
Enabling the SMS channel
- In the Pega Marketing portal, click Next-Best-Action > Designer > Channels.
- In the Channels section, ensure that the toggle for the SMS channel is set to ON.
Enabling the Push notification channel
- In the Pega Marketing portal, click Next-Best-Action > Designer > Channels.
- In the Channels section, ensure that the toggle for the Push notification channel is set to ON.
Enabling the Web channel
- In the Pega Marketing portal, click Next-Best-Action > Designer > Channels.
- In the Channels section, ensure that the toggle for the Web channel is set to ON.
Frequently asked questions about channels
Can I add or remove channels?
You can edit the decision data rule to add or remove channels if required. For an example, see Configuring additional channels for use with volume constraints.
You can also use the Other channel type for any channel which is not covered by Pega Marketing out of the box.
How many Other channels can I add?
There is currently no limit to the number of channels that you can add.