Adding new response outcomes
You can add new, customized response outcomes of customer interactions by configuring the Contact policy and Update Status shape in action flows.
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.
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.
- Log in to your Pega Customer Decision Hub implementation layer application as an operator with access to Dev Studio.
- 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.
- Copy the Field Value using Save As into your
*Rules ruleset.
- Optional: Update the To value to the new value and check in.
Result: A new response outcome is added to the Update Status shape in the action flow.
Contact policy
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.
- Log in to your Pega Customer Decision Hub implementation layer application as an operator with access to Dev Studio.
- 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.
- Copy the Field Value using Save As into your
*Rules ruleset.
- Optional: Update the To value to the new value and check in.
- Click Create and open. Result: A new response outcome is added to the Contact policy Track drop-down list.
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