I have created an other treatment with treatment type as IVR and direction as outbound in Content->Treatments->Other tab in pega 8.3. Then, I have mapped this treatment in Actions->Treatments->Add Channel (other). Now, my question is, in which media the offer needs to reach the customer. Which shape I need to use in offer flow to send the offer details specified in other channel in Treatments tab to the customer. Please let me know.
Thanks for reply. I have already gone through PM User guide 8.3 and tried to send the treatment using SendEmail shape in offer flow but that doesn't worked. The treatment has been recorded in IH with pending response but actually no treatment has been reached out to the customer. So I am wondering if there is any other way or shape to be used to send "other" channel treatments for ex:- IVR Outbound to the customers. Also, I could not find any documentation on this concept when I searched in Pega community. Please let me know if I am missing anything.
Hi. Can you elaborate on what your expectation is for this? It seems odd for IVR to be outbound. When customer calls in, and interacts with IVR, I'd expect a request for a decision to be made via Container to provide a response of some kind for the IVR to present based on the inbound request of the customer. If you implement this way, there is no expectation of a shape on the offer flow for this. All you would need is a container call with the right context of inbound/IVR and any additional context data and process the response from the container call within the IVR channel.
I have just seen the replies from you for this query in pega mesh and updated it. Copying the same here:
When I searched in google about IVR, I come to know that it might be IVR inbound/outbound. If it is IVR outbound then the call center organization communicates with customers not only with voice response systems but also communicates through emails, sms messages or social media posts. So that is the reason I have selected direction as outbound for IVR. and tried to send an email/text.
But now, reading your reply I understand it makes more sense if it is IVR inbound and the decision has to be made via container and that is the reason we have create template for other treatments is similar to web form in Content->Treatments->Other tab. I will try to implement the suggested way and Thank you again for your valuable inputs.