In this quick tutorial you will learn about How to Defining Customer Engagement policies in Pega Decision Hub
Video
![engagement policies pega youtube video coming soon](https://pegaks.com/wp-content/uploads/2020/07/youtube-video-coming-soon-image-540x269-1.jpg)
Defining customer Engagement policies
- Engagement policies are the set of conditions such as eligibility, applicability, and suitability that qualify an offer or a group of offers for a customer.
Eligibility
- In Eligibility, you define strict rules for what is legal, and even possible, to offer customers.
- For example, to be eligible for the Credit Card offer, He must be a customer and age should be greater than 18 years.
![eligibility engagement policy pega](https://pegaks.com/wp-content/uploads/2020/07/Eligibility-engagement-policy-1024x340.png)
Applicability
- In Applicability, you specify rules for limiting what to offer based on a customer’s current situation, which is often defined by the products they currently have.
- For example, a Credit Card offer is not applicable if the customer already has a credit card.
![applicability engagement policy pega decision hub](https://pegaks.com/wp-content/uploads/2020/07/applicability-engagement-policy-1024x434.png)
Suitability
- In Suitability, you specify conditions that define an offer as appropriate for a customer.
- For example, as the Credit Card is only suitable for a customer whose credit score is below a certain threshold. Although a customer might be eligible for it, and the offer might be applicable to them, it would be inappropriate to market it to them, as there is a risk of default.
![suitability engagement policy in pega customer decision hub](https://pegaks.com/wp-content/uploads/2020/07/suitability-engagement-policy-1-1024x377.png)
Contact policy
- Too many contact attempts over a short period of time can have a negative impact on a customer’s attitude toward further actions by your company.
- In the Pega Customer Decision Hub, contact policies allow you to suppress actions after a specific number of outcomes.
- Suppressing or pausing an action prevents oversaturation by limiting the number of times a customer is exposed to the same action.
![contact policy engagement pega policies in decision hub](https://pegaks.com/wp-content/uploads/2020/07/contact-policy-engagement-1024x167.png)
- An Interaction History Summary rule is used to determine the number of impressions and clicks generated by a customer over a period of time.
Defining action suppression rules
- Suppression rules determine when and for how long an action or group of actions should not be shown to a customer.
- On the Constraints tab, you can define the suppression rules by creating contact policy rules.
![add contact policy in pega customer decision hub in decisioning consultant](https://pegaks.com/wp-content/uploads/2020/07/contact-policy-constraints-tab-1024x461.png)
- Suppression rules determine when and for how long an action or group of actions should not be shown to a customer.
![pega enagagement policy add contact policy in decision hub](https://pegaks.com/wp-content/uploads/2020/07/add-contact-policy-1024x339.png)
- Provide a name for the contact policy.
- Then select the type of outcome that will be tracked by the contact policy, in this case Impressions.
- Click Submit to add the newly configured contact policy.
- Enter the number of responses required to fulfill the suppression criteria.
![add suppresson in engagement policy pega customer decision hub](https://pegaks.com/wp-content/uploads/2020/07/add-suppression-1024x163.png)
- Select the channel for which the responses are tracked. Note that if you want to track impressions across multiple channels, you can select Any.
- Enter the number of days for which an action should be paused after the suppression criteria are met.
- Save the changes.
- The contact policy rules are reusable as policy rules across all business issues and groups.
- Add the contact policy rules you just created in the Engagement component.
![add contact policy rule in pega decision hub engagement policies](https://pegaks.com/wp-content/uploads/2020/07/add-contact-policy-in-engagement-component-1024x471.png)
Interaction History
- In the Customer Decision Hub portal, in the top right corner, click the Reports icon -> Interaction History.
![Interaction history in pega customer decision hub](https://pegaks.com/wp-content/uploads/2020/07/Interaction-History-1024x107.png)
- In the Interaction History, click on the Recent interactions tab to view recent customer interactions.
![pega customer decision hub interaction history screen](https://pegaks.com/wp-content/uploads/2020/07/recent-interactions-in-interaction-history-1024x374.png)
Hope you will learned about How to Defining Customer Engagement policies in Pega Decision Hub. Will catch up in the next tutorial