Specifying the context for inbound applications with the Inbound Call Center shape
The Inbound shape provides a means to specify the content that should be returned when an inbound application, such as Next-Best-Action Advisor (NBAA), requests this action to display within their application.
Pega Customer Decision Hub
The following configuration options are available for this shape:
| Name | Purpose |
| Section | Name of the Section rule to use. The content of this section is returned when an inbound application (such as NBAA) requests action content from the system. |
| Channel | Inbound channel for the Treatment (Default value for this shape is CallCenter). |
| Work Status | Status of the action after executing this step in the flow. |
The Inbound shape, by itself, simply serves as a determining point for the content to be returned for external requests. However, this shape can be (and typically is) combined with the InboundTicket ticketing mechanism to provide a branch of flow execution for processing an inbound request. Refer to Branching the action flow based on the channel for more details.
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