Pradeep Patnam (pradeepp4826)
Pradeep Patnam
pradeepp4826 Member since 2016 4 posts
Posted: November 12, 2018
Last activity: November 13, 2018
Posted: 12 Nov 2018 18:32 EST
Last activity: 13 Nov 2018 19:56 EST

How Inbound Channel initiate the Offer Flow?

This is regarding Multi-Channel Offers in Designing an offer for multi-channel customer engagement chapter in Certified Pega Marketing Consultant (V7.4) course.

As per below paragraph it is said that Inbound Channel can initiate the offer flow which is not yet launched, does it mean marketing campaign is not started? if so how does inbound channel (Next-Best-Action-Advisor) know about the offer about current customer who is on the call with an agent/CSR know about it?

If the offer is in in-flight it make sense that NBAA will get the information from DB about offer details to show it in CSR screen (section) that is configured in offer flow.

is my understanding correct? please advice.

Clarification on this much appreciated.

From training :

If a customer responds in the inbound channel to an Offer that is not yet launched, that is, an Offer that is not in-flight, then the system will start the Offer Flow from the Start flow shape. Since the Offer processing in the inbound channel is likely to be different than in the outbound channel, you need to use the ‘Which Channel’ decision table to determine the channel which is invoking the Offer Flow.



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