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Responding to real-time customer engagement with real-time event triggers

Suggest edit Updated on January 19, 2022

Events provide a mechanism for responding to real-time marketing opportunities. An Event is essentially an entry-point into the application which can be initiated by internal or external systems. Events can be mapped to Multi-Channel Campaigns and can trigger their execution.

Real-Time Events are listed on the Events tab of the Real-Time Artifacts landing page. This landing page is accessible in the Pega Customer Decision Hub portal via: ContentReal-Time Artifacts.

The Events landing page provides a quick overview of the Events rules configured in the application. The landing page indicates whether an Event is active or inactive. The Valid From and Valid To values (if configured) are displayed in green if they are currently satisfied.

  • Creating a real-time event

    Users can use the Create link in the Events landing page to create a new Event rule. A new Real-Time Event rule resembles the following:

  • Triggering a real-time event with the Event Stream service

    Use the out-of-the-box Event Stream service to trigger Events and respond to them immediately. This method is recommended if the client calls are coming from within the cluster that is running Pega Customer Decision Hub.

  • Triggering an Event with the SOAP, HTTP and REST services

    If the client calls are coming from outside the cluster that is running Pega Customer Decision Hub, you can use the SOAP, REST and HTTP services to trigger Events.

  • Using a geofence to trigger a real-time event

    A Geofence is a virtual boundary around a particular location. You can define Geofences in the system and then use them to trigger Events. For example, a customer entering (or nearing) a store could trigger the Geofence for that store. This could in turn trigger an Event whereby the customer is presented with an appropriate action. You can also reference Geofences in strategies and can harness this to determine the most relevant action for a particular customer.

  • Integrating real-time events with Pega Event Strategy Manager

    Event Strategy Manager (ESM) is a Pega Platform feature that enables users to design and execute event strategies that detect patterns in streams of customer data and react to these patterns by taking the Next Best Action for the customer.

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