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Specifying the context for inbound applications with the Inbound Call Center shape

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Updated on March 25, 2022

The Inbound shape provides a means to specify the content that should be returned when an inbound application, such as Next-Best-Action Advisor (NBAA), requests this action to display within their application.

Pega Customer Decision Hub

The following configuration options are available for this shape:

NamePurpose
SectionName of the Section rule to use. The content of this section is returned when an inbound application (such as NBAA) requests action content from the system.
ChannelInbound channel for the Treatment (Default value for this shape is CallCenter).
Work StatusStatus of the action after executing this step in the flow.
Note: There should be only one Inbound shape in a flow. Having multiple Inbound shapes in the same flow could cause non-deterministic behavior in resolving the content that should be returned to the inbound application.

The Inbound shape, by itself, simply serves as a determining point for the content to be returned for external requests. However, this shape can be (and typically is) combined with the InboundTicket ticketing mechanism to provide a branch of flow execution for processing an inbound request. Refer to Branching the action flow based on the channel for more details.

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