gaudc Member since 2016 5 posts
Measured Response LLC
Posted: October 23, 2020
Last activity: October 25, 2020

Resend email if no open within defined time period?

I am working with a customer that wants to know if the below is possible. Ideally, they would use adaptive analytics to target the right customers for their emails, so such a sequence would not be needed. However, they may be reluctant to give up this practice without evidence of lift from adaptive. I'd like to understand how this could work so I can provide the right guidance.

"For all emails, if a customer does not open an email within 72 hours, resend the email. If they still do not open the email after two weeks, send it again."

I thought this could be managed within an action flow, but there doesn't seem to be a way to query Interaction History within an action flow and make subsequent email sends dependent upon IH.

Could this be managed by creating separate actions for each send, with the eligibility criteria for each action including any IH data? This would triple the number of actions needed in the system for the email channel. This would also complicate adaptive results, with multiple adaptive models being created for what is essentially a single action.

I'd like to know if there's a better way, especially if I missed some functionality in the action flow that allows an IH query.

Pega Customer Decision Hub 8.4 Decision Management Financial Services Decisioning Consultant
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