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Adding new response outcomes

Updated on August 1, 2022

You can add new, customized response outcomes of customer interactions by configuring the Contact policy and Update Status shape in action flows.

Pega Customer Decision Hub Pega Customer Decision Hub Pega Customer Decision Hub

Customers’ responses to actions such as accepted, rejected, and clicked are recorded in the Interaction History as outcomes. Responses to interactions initiated through real-time containers are received through real-time container APIs. In this case, external channels specify the response outcomes: accepted, rejected, clicked, and so n, when they make the API call.

Action flow Update Status shape

Responses are also recorded by the Update Status shape in action flows. This approach is typically used when the action receives a response to an outbound email or SMS.

Update Status shape properties in action flow

In the Update Status shape, you can type the response value or select the value from a drop-down list. Manually typing the value could inadvertently introduce new values into the Interaction History, hence it is recommended to use the drop-down list.

To add new response outcomes to the Response drop-down list in the Update Status shape, create a new Field Value on the Status property in the PegaMKT-Work-Offer class.

  1. Log in to your Pega Customer Decision Hub implementation layer application as an operator with access to Dev Studio.
  2. In the Dev Studio, search for and open an existing Field Value on the Status property in the PegaMKT-Work-Offer class.
    For example Status Accepted.

    Field value on the Status property in Dev Studio
  3. Copy the Field Value using Save As into your *Rules ruleset.

    Field Value Record Configuration in Dev Studio
  4. Optional: Update the To value to the new value and check in.
    Note: It is the value in the Translate from section, that is displayed in the UI. So, this step is optional and recommended for better housekeeping.
    Editing the Field Value:Sent in Dev Studio
    Result: A new response outcome is added to the Update Status shape in the action flow.

    Update Status shape properties

Contact policy

A drop-down list with response outcomes appears when you create a contact policy in the Next-Best-Action Designer.
Adding contact policy in Next-Best-Action Designer

To add new response outcomes to the Contact policy, create a new Field Value on the Outcome property in the PegaMKT-Data-NBA-SR class.

  1. Log in to your Pega Customer Decision Hub implementation layer application as an operator with access to Dev Studio.
  2. In the Dev Studio, search for and open an existing Field value on the Status property in the PegaMKT-Data-NBA-SR class.
    For example Status NoResponse.
    Field Value - Outcome Accepted in Dev Studio
  3. Copy the Field Value using Save As into your *Rules ruleset.
    Field Value record Configuration in Dev Studio
  4. Optional: Update the To value to the new value and check in.
    Note: It is the value in the Translate from section that is displayed in the UI. So, this step is optional and recommended for better housekeeping.
    Editing the Field Value in Dev Studio
  5. Click Create and open.
    Result: A new response outcome is added to the Contact policy Track drop-down list.

    Track drop-down list in the Add contact policy section

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