One of the points about the customer role that keeps getting lost is that "customer" is a role, not a person or "party". As such, it is fluid, and depending on the nature of the relationship between the customer role and the selling organisation, variable.
So we should expect that a person may choose to be many customers, or the same customer, when interacting with an organisation. This becomes legally significant when operating in a country with strong privacy laws, where a party may choose that particular channels apply to a particular customer role, and using those channels for a different customer role may expose the selling organisation to litigation. An example use case of this nature is a long standing customer selecting eMail as the only communication channel, but then requesting the voice channel for interacting around a newly launched promotion. Pity the organisation that decides this is a moment for cold calling about the prior existing products.
The point is that the "customer" role is not universal, but is bound by the implied or real agreement between the "party" and the selling organisation.
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Hugo Vaughan
Crowd Frame Consulting Limited.
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Original Message:
Sent: Sep 19, 2019 06:47
From: Rabinder Devnani
Subject: TMF 681 Communication API REST R18.0.0 - Preferred Multiple Channels
Hi @Knut Johannessen,
How do we cater to a business scenario where a customer has chosen preferred channels of communication for different types of notifications ?
This API expects a single input for type attribute in "CommunicationMessage". Can we use the same attribute to pass multiple channels, probably comma separated ? Or is the implementation expected to create 2 different notifications for two different channels ?
@Hongxia Hao, see if you can also provide your views on this.
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Rabinder Devnani
Sterlite Technologies Limited
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