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Understanding channels

Suggest edit Updated on January 19, 2022

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:

ChannelDirectionAdditional comments
Call centerInbound
EmailOutbound
MobileInbound
OtherN/AUse the Other channel to manage communications that are not covered by any of the predefined channels.
PaidN/AUse the Paid channel to enable advertising on paid destinations, such as Facebook Ads, Google Ads, and others. For more information, see Extending next-best-action to digital advertising platforms with Paid Media Manager.
Push notificationOutbound
RetailInbound
SMSOutbound
WebInbound

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.

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