A treatment is the definition of the content that is delivered to a customer as part of an action over a specific communication channel. You can define treatments for a number of built-in and custom channels, such as email, web, and others.
Treatment rules are primarily accessed from and created in the context of actions. When designing the action, users can use the property panel of appropriate action shapes (e.g. Send Email, Send SMS, etc.) to review existing treatments of the corresponding type. To create a new treatment, the user simply needs to type in the desired name and click the magnifying glass to launch the Create form for the treatment.
Treatments can be defined at the top level or can be categorized into issues and groups. The system automatically selects the issue and group in the Create form using the corresponding values from the action rule. Users can change these selections to store the new treatment at a different hierarchical level.