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akwankl
Level 6
May 1, 2024 9:53 PM UTC
Solved

Intelligent orchestrated communication

Hi there,

 

I am wondering if there is a way for AJO to determine the best communication method to reach out to customers? For example, we have 3 channels enabled in AJO - Email, Push, SMS. Right now, we have to use 3 different "actions" in the journey to send them out. Is there a way AJO can prioritize say, Email first, if can't reach/no email address, send push, if not, send SMS etc in one single action.

 

Thanks.

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SatheeskannaK
SatheeskannaKAccepted solution
Adobe Champion, Community Advisor, UG Leader
May 2, 2024 2:11 AM UTC

@akwankl Currently it's not possible. You will have to setup a journey to orchestrate that manually combining all of the mentioned channels.

Thanks, Sathees
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3 replies

SatheeskannaK
Adobe Champion, Community Advisor, UG Leader
SatheeskannaKAdobe Champion, Community Advisor, UG LeaderAccepted solution
Adobe Champion, Community Advisor, UG Leader
May 2, 2024 2:11 AM UTC

@akwankl Currently it's not possible. You will have to setup a journey to orchestrate that manually combining all of the mentioned channels.

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Thanks, Sathees
IvanMi1
Adobe Employee
IvanMi1Adobe Employee
Adobe Employee
May 3, 2024 2:15 PM UTC

Would be great to understand if you are looking to globally prioritize channels i.e. Email first, Push, SMS etc. or if you have a method where you are setting a customer's preferred channel. 

 

We do have some roadmap items coming to help address this. 

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Adobe Employee
rhornickAdobe Employee
Adobe Employee
May 3, 2024 4:44 PM UTC

Hi, can you share which of the following applies to your use case?

  • is it a business-wide priority? (i.e. Push > Email > SMS)
  • is it a per-message priority? (i.e. this is an urgent time-bound message, so SMS > Push > Email)
  • if business-wide or per-message, is the priority explicitly configured or is it inferred/modeled? (i.e., based on behavior across all users, AJO automatically sets the priority)
  • is it a per-user explicitly specified global priority? (as a user, I've specified that my preferences are Email > Push > SMS)
  • is it a per-user inferred/modeled global priority? (based on previously sent messages, I responded most to Push > SMS > Email)
  • if AJO should infer or model the preference, what is the metric of interest -- clicks? conversions?
  • is it important to somehow account for the cost of SMS or any other factors?

Thanks!

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