Understanding Next-Best-Action Designer channels
- Last Updated:Sep 19, 2022
- 7 minute read
Understanding Next-Best-Action Designer channels
Next-Best-Action Designer comes with a full set of channels and triggers which are part of the strategy framework.

- Channels
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Channels can be toggled on or off. If a channel is toggled off, its status is stored in a decision data rule (DDR) and the related part of the strategy framework is turned off. Setting the toggle to on reactivates the related part of the strategy framework.
To add additional channels, edit the ChannelSettings DDR, and then implement these channels in the channel extension strategies within the framework. These custom channels appear under Other on the Treatment landing page. When creating a new Other treatment, you can specify the custom channel, and then pick the direction (inbound or outbound). On an Action rule, to use a custom channel, add the Other channel, and then pick the appropriate treatment.
- Triggers
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The Next-Best-Action strategy framework can be invoked by real-time channels through our Container REST API and Kafka event stream, as well as on a scheduled basis.
As you define one of these triggers, Next-Best-Action Designer generates a data flow with a strategy based on the specified business structure. These generated data flows can be seen on the Data Flows landing page if the View system generated flows setting is enabled.
Enabling channels and defining triggers
Select the channels which you use to communicate with your customers, as well as the triggers that cause Pega Customer Decision Hub to decision on Next-Best-Actions.
Understanding channels
Channels are a means of communication that customers can use to interact with a company. These communications can be outbound (allowing you to send out messages to customers) or inbound (allowing customers to contact you or otherwise respond to your brand). Pega Customer Decision Hub includes support for the following channels:
Channel | Direction | Additional comments |
---|---|---|
Call center | Inbound | |
Outbound | ||
Mobile | Inbound | |
Other | N/A | Use the Other channel to manage communications that are not covered by any of the predefined channels. |
Paid | N/A | Use the Paid channel to enable advertising on paid destinations, such as Facebook Ads, Google Ads, and others. For more information, see Paid Media Manager Overview. |
Push notification | Outbound | |
Retail | Inbound | |
SMS | Outbound | |
Web | Inbound |
You can enable or disable any of the individual channels. If a channel is toggled off, its status is stored in a decision data rule (DDR) and the related part of the strategy framework is turned off. Setting the toggle to on reactivates the related part of the strategy framework.
Enabling channels
Use the on/off toggles to indicate which inbound and outbound channels are active and should be considered for Next-Best-Action.
Defining real-time container triggers
Real-time containers manage content in real-time channels. Adding a real-time container as a trigger enables it to be called by an external channel. When a container is loaded, for example, when an individual views an ad for an action in a predefined placement on the web channel, it triggers the next best action.
For more information, see Managing content in real-time channels with real-time containers.
Before you begin:
Defining real-time event triggers
Define real-time events to respond to real-time customer engagement opportunities triggered by an external event. For example, you can define a real-time event which triggers Next-Best-Action after an individual signs up for a loyalty card with your retail store.
For more information, see Responding to real-time customer engagement with real-time event triggers.
Before you begin:
- In the Channels tab of the Next-Best-Action Designer, in the section, click Configure.
- Select the event that you created.
- In the Business structure level list, select the business issue and group with which the event is associated.
- Click Submit.
- Click Save.
Configuring a recurring schedule for Next-Best-Action
Configure a recurring schedule for running Next-Best-Action using an audience that represents all customers and a daily schedule. The outbound schedule initiates any outbound actions, for example, campaigns or audience updates on external advertising platforms.
Result:
Frequently asked questions about channels
See the following topics for additional information, tips and tricks, and best practices.
Can I add or remove channels?
You can edit the decision data rule to add or remove channels if required. For an example, see Configuring additional channels for use with volume constraints.
You can also use the Other channel type for any channel which is not covered by Pega Customer Decision Hub out of the box.
How many Other channels can I add?
There is currently no limit to the number of channels that you can add.