Intelligent orchestrated communication

[akwankl]

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.

[SatheeskannaK · Accepted solution]

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

[Ivan_Mironchuk]

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. 

[rhornick]

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!