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Configuring a contact policy for Next-Best-Action Designer

Suggest edit Updated on September 20, 2021

Pega Marketing and Pega Customer Decision Hub have a predefined customer contact policy for use with Next-Best-Action Designer. The policy sets the customer contact limits to one email and one SMS per week. You can edit the policy and adjust it to your requirements.

Note: This article describes the Next-Best-Action framework shipped with Pega Marketing™ 8.4 and  Pega Customer Decision Hub™ 8.4. For Pega Customer Decision Hub 8.5, see the Pega Customer Decision Hub User Guide on the Pega Customer Decision Hub product page.Note: Next-Best-Action Designer only uses the predefined customer contact policy. If you previously created other contact policies, edit the predefined contact policy as described below and apply the settings from your other contact policies.
  1. In the Pega Marketing or Pega Customer Decision Hub portal, click Next-Best-Action > Designer > Constraints.
  2. Click Edit.
  3. In the Customer contact limits section, click Edit customer contact policy.
  4. Click Check out.
  5. Edit the contact policy and configure the channels, contact limits, duration, and the policy start and end date.
    The contact policy can cover multiple channels with contact limits for different time periods. For example, you can specify that a customer should not receive more than one email per week, up to a total of three emails per month, as in the following figure:
    "Sample contact policy for Next-Best-Action Designer"
    Sample contact policy for Next-Best-Action Designer
  6. Click Save.
  7. Click Check in.
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