cdp-reasoning

name	cdp-reasoning
description	Best practices for cross-campaign CDP disposition reasoning. Use when evaluating customer engagement decisions involving frequency caps, campaign prioritization, channel selection, and send-time optimization.

CDP Cross-Campaign Reasoning

Domain best practices for making cross-campaign disposition decisions. Load this skill when reasoning about customer engagement across multiple campaigns.

When to Use

• A customer event (cart abandoned, browse, purchase) requires a disposition decision
• Multiple campaigns are active for the same customer
• Frequency caps may be breached
• Send time must account for quiet hours and timezone

Campaign Priority Hierarchy

When multiple campaigns target the same customer, prioritize by trigger type:

1. Triggered (event-driven, e.g., cart abandonment) — highest priority; time-sensitive, directly tied to customer intent
2. Active/Scheduled (e.g., seasonal promos) — lower priority; batch sends, not intent-driven
3. Paused — no action; waiting for reactivation
4. Dormant — no action; long-term holdout

A triggered campaign always outranks a scheduled campaign for the same channel window.

Frequency Cap Resolution

When a frequency cap breach is detected:

1. Suppress the lower-priority campaign, not the higher-priority one
2. Never suppress a triggered campaign in favor of a scheduled one
3. Document the suppression with the reason (e.g., "frequency_cap_breach")
4. If ALL campaigns would breach, suppress all and flag for human review

Example: Customer has email cap=2/week, current=1, queued=1 (Spring Seasonal). Adding Abandoned Cart Recovery would breach. Suppress Spring Seasonal, prioritize Cart Recovery.

Quiet Hours Policy

• Never schedule sends during quiet hours (typically 9 PM – 7 AM in customer timezone)
• If the optimal send time falls in quiet hours, shift to the next available window (typically 8 AM next day)
• Always use the customer's timezone, not UTC or system timezone
• Document the adjustment: "Original T+3.5h lands at 11:48 PM CT (quiet hours); shifted to 8 AM CT next day"

Tone Selection

Match tone to customer context:

• Pet owner → warm, personal; reference the pet by name (e.g., "Welcome home, Whiskers!")
• Repeat buyer → familiar, appreciative; acknowledge loyalty
• New customer → welcoming, helpful; focus on value proposition
• High-value cart → attentive, premium; emphasize quality and care
• Open support ticket → empathetic, cautious; do not hard-sell

Channel Preference

Select channel based on:

1. Consent — only use channels with active consent (non-negotiable)
2. Preference — customer's stated preferred channel
3. Frequency — channel with remaining cap headroom
4. History — channel with best historical engagement

Signal Weighting

When synthesizing a decision, weight signals by impact:

Signal	Typical Weight	Rationale
Frequency cap status	1.0 (hard constraint)	Breach = must act
Propensity score	0.6–0.8	Drives urgency
Support ticket status	0.3–0.5	Friction = caution
Production feasibility	0.3–0.5	Must be achievable
Cart value	0.2–0.4	Higher value = more attention
Loyalty tier	0.1–0.3	Context for tone

Anti-Patterns

• Never add a send that would breach frequency cap — always suppress first
• Never ignore quiet hours — even for high-propensity customers
• Never skip support ticket check for high-value carts — friction overrides urgency
• Never use a channel without consent — even if it's the only one with cap headroom