# Effect of Contact policy on follow-up emails in Pega Customer Decision Hub **URL:** \ **Category:** General\ **Tags:** decision-management, 8-5\ **Created:** [June 16, 2021, 1:49pm UTC](https://forums.pega.com/t/effect-of-contact-policy-on-follow-up-emails-in-pega-customer-decision-hub/1500 "2021-06-16T13:49:17Z")\ **Posts on this page:** 1\ **Page:** 1
**Author:** ![Guru\_Deshkulkarni](https://yyz2.discourse-cdn.com/pega/user_avatar/forums.pega.com/guru_deshkulkarni/32/10694_2.png) [@Guru\_Deshkulkarni](https://forums.pega.com/u/Guru_Deshkulkarni)\ **Post date:** [June 16, 2021, 1:49pm UTC](https://forums.pega.com/t/effect-of-contact-policy-on-follow-up-emails-in-pega-customer-decision-hub/1500/1 "2021-06-16T13:49:17Z")
**Question:** In the context of “Always-on Outbound”, that is, when using Next-Best-Action Designer for outbound marketing, how can I ensure that follow-up emails do not get filtered out due to contact policy rules? For example, I want to send a follow-up email every time a customer clicks the link in an email. However, a contact policy rule may have been defined that limits the number of emails in a week to one. **Pega expert answer:** Define your follow-up emails as “transactional” actions. Contact Policy rules are ignored for actions marked as transactional. ![Action attributes - Transactional.jpg](https://pega1.discourse-cdn.com/pega/original/2X/6/6fb288ca7cf66b4fc139f6d59158c1f074b6e9c3.jpeg) Also, avoid defining follow-up emails within the same action flow. Pega recommends keeping the number of “send” shapes per channel in an action flow to bare minimum. Creating separate actions for follow-up emails as opposed to defining additional “send” shapes within the same action gives the Next-Best-Action “brain” an opportunity to consider all possible actions that can be taken for that customer. Maybe there is a more important communication that should reach the customer.