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Understanding Next-Best-Action Designer engagement policies

Updated on August 4, 2022

Engagement policies allow users to define when specific actions or groups of actions are appropriate for customers. There are four types of engagement policies:

Pega Customer Decision Hub
The criteria which the customer must fulfill in order to qualify for the action or group of actions. For example, an action may only be available for customers over a specific age or living in a specific geographic location.
The criteria which determine if this action or group of actions is appropriate at this point in time. For example, a discount on a specific phone model may not be relevant for a customer who already owns a phone of this type.
The criteria which must be true in order for the action or group of actions to be deemed in the best interest of the customer. For example, a new credit card offer may not be appropriate for a customer who is likely to default on payments.
Contact Policy
The policies which determine when an action or group of actions should be suppressed and for how long. For example, you can suppress an action after a specific number of promotional messages have been sent to customers.
Engagement policies in the Engagement policy tab

The Engagement policy tab generates a number of artifacts, including a proposition filter for each policy type and a group level strategy. The strategy imports the actions, ensures that the action is active, and then applies a series of proposition filters. The output of the strategy is a set of eligible and appropriate actions to be evaluated by the strategy framework.

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