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Expand Actions by Active Channels (Create Eligibile Channels) strategy

Updated on September 15, 2022

This strategy determines the active channels as specified in Next-Best-Action Designer, as well as the eligible channels designated on the treatment tab of the action. If the trigger is from an inbound channel, then only that specific channel is eligible and processed.

Pega Customer Decision Hub
The CreateEligibileChannels strategy

The switch rule only executes the logic relevant for the current direction, with the outbound logic being in the upper major portion of the strategy, and inbound in the lower portion.

The Eligible Channel Extension point (CreateEligibleChannelExtension) at the lower left of the canvas is executed in parallel to the default channel logic.

The Next-Best-Action Designer setting for channel treatment processing is obtained (at the far left of the canvas). If this is false, then the individual channel enabled flags on the action record (for example, IsEmailEnabled, IsWebEnabled, and so on) are not required for channel eligibility.

For outbound interactions, starting from the upper left, the enabled channels are matched against the action channel enabled flags (if treatment processing is true) and the channel and direction are set accordingly. Assisted and Other channels use a Data Join to set the channel names, since there may be multiple channels.

For inbound interactions the logic is much simpler since there will only ever be a single channel active for each interaction. The current channel is validated to ensure that it is currently enabled, and if so this is matched to the action channel enabled flags (if treatment processing is true) to only include actions for which there is a treatment for the channel.

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