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Learn About Real-Time Offer Management
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            Create Engagement Channel Types

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            3. Real-Time Offer Management

            Create Engagement Channel Types

            Engagement channel types define the supported output formats for each channel. To ensure offer treatments use the correct output format, create engagement channel types before marketing managers create treatments.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with Real-Time Offer Management

            By default, Salesforce provides engagement channel type records for:

            • Web
            • Email
            • WhatsApp
            • SMS
            • Push Notifications

            Based on your business requirements, you can create engagement channel type records for other channels.

            When users select an engagement channel type, Treatment Designer shows only the associated Output Format picklist values at run time.

            For example, when users select the Email channel type, the Output Format dropdown shows HTML, Text, Image, and Custom options. When users select the Web channel type, the dropdown shows HTML, Text, JSON, Image, and Custom output formats.

            Custom channels show only Text and Custom output formats. The Custom output format shows all the fields that you can use to define the format.

            1. From the App Launcher, click Engagement Channel Types | New.
            2. Enter a name for the engagement channel type.
            3. Under the Usage Type list, move the Offer value to the Chosen list.
            4. Save your changes.

            To learn more, see EngagementChannelType and Global Promotion Management Fields on EngagementChannelType.

             
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