The Channel Control allows the playbook designer to add a channel to the playbook flow, and assign the corresponding content and timing for execution. From this interface, you will be able to configure the channel settings, which includes description, selected content, and scheduling rules.

Timing is an important component of the channel and it supports the decision tree required to determine where in a playbook a customer should be placed.

{Value} of Time {Days/Hours} {Before/After} {CustomerDateAttribute}

• For Example, “3 Days After Overdue”, will prompt the next control or activity to be performed the day of that condition being met.

• An example of a Customer Date Attribute could be represented by a date provided by the client/customer such as “Overdue Date” or could be relative to a control on the path such as “PreviousActionTaken”

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How to Set Timing Within a Channel Control

Each channel control will request information about when it should be sent, this includes the time at which it should be sent and that is typically in response to a key date in that episode.

How to set it up in the Playbook:

• Drag a channel control into your campaign and choose to configure the channel

• Add a count of days

• Choose an operator of ‘before’ or ‘after’

• Choose a date by starting to type “date…” you will get a listing view of all the dates that have been configured in the Symend application

Use Case Examples

• General scheduling: In order to build a campaign you will want to set up a sequence of communications that represent the campaign. Customers will enter a campaign and be evaluated at the first control in that campaign. If the first control is a channel control the system will evaluate if the customer is eligible for that campaign.

  • If the timing is in the past, the communication will be skipped.

  • If the timing is today, the communication will be scheduled for that day, once the action has completed the customer will move to the next control in the campaign.

  • If the timing is a day in the future, the communication will be scheduled for the day in the future, and the customer will remain at that control until the timing is ‘today’, or a customer update requires the customer be re-evaluated.

• Mandatory communications: There are scenarios where a user will be legally required to send a communication to customer. In this case the customer would use the timing component to ensure that a communication leaves to that customer on the required day.
  NOTE: The Symend Platform moves through communications in a linear fashion, remember from example number one, when a customer gets to a communication at is in the future they will remain at that control until it can be executed.

• Days since last communication was sent: Not all communications require a known key date, so the Symend system enables you to schedule communication days since that last communication was sent.

• Your campaign order and the timing controls associated to them matter. You should make sure that you set up your campaign in a linear fashion to ensure that customers are receiving all the communications you intend them to get