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).