Use constraints to ensure you do not over-communicate to customers (for example, one email per week, two SMS per month), or over-expose customers to a specific action or group of actions.
- 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. When in Edit mode, you can open the contact limit rule directly and make any required changes. This rule is automatically saved into your implementation ruleset as part of the Context Dictionary generation process.
- 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 example, an action can be suppressed for a customer for seven days after the customer has seen an ad for that action for five times. Suppressing or pausing an action prevents over-saturation by limiting the number of times that a customer is exposed to the same action. This limit is enforced by the strategy framework and stored in a decision data record (DDR). Contact policies are associated with an action or group and enforced by the strategy framework. The check as to whether a customer has exceeded a specific limit is handled as part of the ProcessResponse mechanism.