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Controlling the number of customer contacts with contact policies

Updated on August 4, 2022

Contact Policies provide a mechanism for controlling and restricting how many times a customer is contacted in accordance with corporate and/or regulatory guidelines. A single policy can contain the contact limits for multiple channels of communication. Each contact limit is applicable over a specified time period (e.g. weekly, yearly, etc.). Furthermore, the contact policy, as a whole, can be disabled, enabled only for a specified date range, or always enabled.

Pega Customer Decision Hub

Contact Policies are accessible in the Pega Customer Decision Hub via Configuration Contact Policies.

The Contact Policies landing page provides a quick overview of the various Contact Policies configured in the application. The landing page displays the start and end date of each policy along with its availability. Details about the limits specified for a particular policy are visible by expanding the row for the individual policy (via the arrow on the left side), as shown below:

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