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akwankl
Level 6
May 1, 2024
Solved

Intelligent orchestrated communication

  • May 1, 2024
  • 3 replies
  • 666 views

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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Best answer by SatheeskannaK

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

3 replies

SatheeskannaK
Community Advisor
SatheeskannaKCommunity AdvisorAccepted solution
Community Advisor
May 2, 2024

@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
I
Adobe Employee
IvanMi1Adobe Employee
Adobe Employee
May 3, 2024

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. 

R
Adobe Employee
rhornickAdobe Employee
Adobe Employee
May 3, 2024

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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