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About Suppressing Duplicate Messages

Opportunities to communicate a message (such as an upsell) to a customer are limited. It is important to deliver the message that provides the highest likelihood of a new sale. Repeating a previously rejected message to the customer is unlikely to generate a new sale; instead, you are more likely to make a sale by presenting a new message, even if it has a lower score.

The Unified Messaging framework provides a flexible mechanism for suppressing duplicate messages. You can implement message suppression for particular responses (such as, implement suppression for "Reject" but not "Accept") and for any scope (such as, for an instruction to never show this message again to the customer, or to not show the message again for this order).

Checking for duplicate messages occurs in two instances:

  • When new messages are provided to the UMS, (for example, with the Add Messages or Update Messages methods).
  • After a new response has been processed (using the Process Response method).

Suppress Repetition Flag

The UMS attempts to suppress duplicate messages if the Suppress Repetition flag is set for one or more of the responses for a message type.

Suppression Scope

The Field column indicates the scope of the message suppression (for example: Party Id, Document Id, or Line Item Id).

NOTE:  Logging must be enabled and the scope variable must be mapped to a field in the response table in order for duplicate suppression to work.

All responses for a particular message suppression scope (such as Party ID) are loaded with a single query and cached until the scope changes, for example, with a new caller.

For further information, see Suppressing Duplicate Messages.

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