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Contact policies

Understanding contact policy requirements

Too many contact attempts over a short period of time can have a negative impact on a customer's attitude toward further actions by your company. To maximize the lifetime value of every customer relationship, organizations must prevent outreach fatigue by optimizing the number of actions taken.

In the Pega Customer Decision Hub, contact policies allow you to suppress actions after a specific number of outcomes.

Suppressing or pausing an action prevents oversaturation by limiting the number of times a customer is exposed to the same action.

Defining contact policies

Contact policies determine when and for how long an Action or group of Actions should not be shown to a customer. Contact policies track responses to Actions over a specific period of time, allowing you to implement rules such as the following:

  • Do not show an ad to a customer for two weeks if the customer ignores the ad five times in a one-week timeframe.
Note: If outcomes are tracked for an individual action, then the action is not shown once the suppression criteria are met.
  • Do not show a group of ads for six months if a customer clicks on any ad in the group 3 times over a period of 30 days.
Note: If outcomes are tracked for all actions in the group, then all of these actions are not shown once the suppression criteria are met.

An Interaction History Summary rule is used to determine the number of impressions and clicks generated by a customer over a period of time. The default time periods are 7 and 30 days. There might be business requirements to track a customer’s response to an offer over different time periods, for example, 14 days.

You can add more tracking periods by creating a new Interaction History Summary rule for the required time period and then updating the part of the Next-Best-Action strategy that references it.

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