Filter Contact History by Response | Vantage CX - 1.4 - Filter Contact History by Response: Extensions, Specific Response, Any Response, Positive/Negative Response - Vantage Customer Experience

Vantage Customer Experience User Guide

Product
Vantage Customer Experience
Release Number
1.4
Release Date
June 2021
Content Type
User Guide
Publication ID
B035-3800-099K
Language
English (United States)
Use the following special keywords to filter Contact History based on Response:
extended
Keyname to use when filtering Message Extensions
any
Keyword to use when filtering any Response, i.e., non-Extensions
positive
Keyword to use when filtering Positive Responses
negative
Keyword to use when filtering Negative Responses
<response keyname>
Used to filter by specific Response, i.e., non-Extensions

Example 1

Criteria:
-Qualify if: 
-Message M1 has been extended to the customer
 
Expression:
set("extended", contactHistory("response", "extended", "message", "msg1")) &&
count(extended) > 0

Example 2

Criteria:
-Qualify if: 
-Customer responded with Response 'clicked' to Message 'M1'
 
Expression:
set("responded", contactHistory("response", "clicked", "message", "msg1")) &&
count(responded) > 0

Example 3

Criteria:
-Qualify if: 
-Customer responded to Message 'M1'
 
Expression:
set("responded", contactHistory("response", "any", "message", "msg1")) &&
count(responded) > 0

Example 4

Criteria:
-Qualify if: 
-Customer responded positively to Message 'M1'
 
Expression:
set("responded", contactHistory("response", "positive", "message", "msg1")) &&
count(responded) > 0

Example 5

Criteria:
-Qualify if: 
-Customer responded negatively to Message 'M1'
 
Expression:
set("responded", contactHistory("response", "negative", "message", "msg1")) &&
count(responded) > 0