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Inbound Channels

Updated on September 15, 2022

The InboundChannels sub-strategy links actions with the treatments for all of the inbound channels; a separate sub-strategy is called for each of Web, Mobile, Assisted (Call Center and Retail), and Other (custom channels).

Pega Customer Decision Hub

This strategy only applies when the primary direction is inbound. The individual channels must also be active and enabled on each action.

The InboundChannels strategy

The strategies for processing Assisted and Other channels are the same for both oubound and inbound interactions and have already been described in Outbound Channels.

Web and Mobile treatment strategies

Both of these sub-strategies – named <Channel> Treatment Strategy (where <Channel> represents the name of the channel) - use the same method for assigning treatments to actions and augmenting the treatment data. They link actions with their channel specific treatments from the <Channel>TreatmentsJoin DDR and as a result, the pyTreatment value is set on the action; if there are multiple treatments a separate action page is generated for each treatment.

Additional Treatment properties are obtained from the<Channel>Treatments DDR and joined to the actions; individual metadata values that are defined at the treatment level will override their action-level equivalents. Finally, Apply <Channel> Treatment Eligibility calls the channel treatment eligibility rules sub-strategy.

These strategies may be overtaken and customized for local requirements if required, and the <Channel>Treatments DDR may be extended to augment the treatment data. For more information, see Managing Decision Data rules in Pega Customer Decision Hub.

The WebTreatment strategy

Inbound Channels Extension

This sub-strategy is a placeholder strategy to implement any inbound customer preferences. It contains only an annotated blank canvas.

The OutboundPreferencesExtension strategy

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

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