| 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:
- Triggered (event-driven, e.g., cart abandonment) — highest priority; time-sensitive, directly tied to customer intent
- Active/Scheduled (e.g., seasonal promos) — lower priority; batch sends, not intent-driven
- Paused — no action; waiting for reactivation
- 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:
- Suppress the lower-priority campaign, not the higher-priority one
- Never suppress a triggered campaign in favor of a scheduled one
- Document the suppression with the reason (e.g., "frequency_cap_breach")
- 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:
- Consent — only use channels with active consent (non-negotiable)
- Preference — customer's stated preferred channel
- Frequency — channel with remaining cap headroom
- 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
