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Outbound channel processing

Updated on August 4, 2022

The Outbound Channel Processing strategy handles all outbound channel processing.

Pega Customer Decision Hub

The Paid channel is unique in that we want to send all actions to be processed by Paid Media Manager, so those actions pass through. For the other outbound channels, a separate sub-strategy is called for each of Email, SMS, Push, Call Center, Retail and Other (anything not in this list but not Paid). Each of these sub-strategies is intended as an extension point for including any additional channel specific processing.

They all contain no logic and are simply extension points that are then merged into the ProcessOutboundChannels strategy, which includes nothing other than a call to the Top Offer Or Bundle For Outbound sub-strategy.

The OutboundChannelProcessing strategy

Top Offer Or Bundle For Outbound strategy

The Top Offer Or Bundle For Outbound strategy separates out bundled and non-bundled actions, applies action limits and contact policies to filter out actions and treatments as needed, and then prioritizes the bundle parents or treatments based on priority.

If a bundle is selected, the bundle members are also selected and pass through.

TopOfferOrBundleForOutbound strategy

For a detailed description of the logic, refer to the annotations on the strategy.

Outbound Limits strategy

The Outbound Limits strategy implements any contact policies defined within the Constraints tab of Next-Best-Action Designer. The strategy enforces these outbound limits for non-transactional actions, whereas transactional actions, such as compliance-related communications, bypass these outbound limits to ensure they are delivered to the customer.

Outbound Limits strategy

The Contact Policy Impl strategy ensures that the only contact policy for the current contact (OriginalContactID) is applied. The strategy is generated by Next-Best-Action Designer and is not modifiable.

Contact Policy Impl strategy

An extension point strategy ContactPolicyExtension is provided for any implementation-specific outbound limits.

Apply Action Limits strategy

This strategy is called by all of the channel processing strategies (other than Paid) and applies limits on the number of actions emitted for each action context and for each contact, as defined in the Action Limits DDR.

A default limit may be set by setting the property ActionLimit prior to calling the strategy, if this is not set, then a limit of 999999 is assumed, that is, no effective limit.

The functionality is described in more detail in Additional NBA Strategy framework components.

Apply Action Limits strategy

For a detailed description of the logic, refer to the annotations on the strategy.

Apply Action Limits Common strategy

This common sub-strategy is used by both the Apply Action Limits and Apply Final Action Limits strategies and is responsible for filtering actions that exceed specified limits set by direction, channel, context and contact.

Apply Action Limits Common strategy

For a detailed description of the logic, refer to the annotations on the strategy.

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