OpenText Decision Service - Braze Integration and Automation

Common Integration Use Cases Between OpenText Decision Service and Braze

1. Real-Time Eligibility-Based Campaign Triggering

Data flow: OpenText Decision Service ? Braze

OpenText Decision Service evaluates business rules such as customer eligibility, product ownership, risk status, consent, or lifecycle stage, then sends the approved audience or event to Braze. Braze uses that decision output to trigger personalized email, push, SMS, or in-app campaigns only for customers who meet the defined criteria.

Business value: Prevents irrelevant or non-compliant messaging, improves conversion rates, and ensures marketing actions align with policy and customer status.

2. Dynamic Offer Personalization Based on Decision Outcomes

Data flow: OpenText Decision Service ? Braze

Decision Service determines the best offer, incentive, or next-best-action based on customer attributes, transaction history, and business rules. Braze then uses that decision output to personalize campaign content, such as discount level, product recommendation, or message timing.

Business value: Enables consistent offer governance while allowing marketing teams to deliver highly targeted experiences without hardcoding decision logic into campaign workflows.

3. Consent and Preference Enforcement Before Message Delivery

Data flow: Bi-directional

OpenText Decision Service can validate whether a customer is eligible to receive a message based on consent, channel preference, jurisdiction, and suppression rules before Braze sends the communication. Braze can also return engagement signals such as unsubscribes or channel opt-outs, which OpenText Decision Service uses to update future decisioning rules.

Business value: Reduces compliance risk, supports privacy requirements, and keeps customer communication aligned with consent and preference policies.

4. Customer Journey Branching Based on Operational Decisions

Data flow: OpenText Decision Service ? Braze

When a customer reaches a key process step, such as loan approval, claim review, account review, or service case resolution, OpenText Decision Service determines the next action. Braze then launches the appropriate journey branch, such as onboarding, upsell, retention, or service recovery messaging.

Business value: Connects back-office decisions to front-office engagement, improving customer experience and reducing delays between operational outcomes and customer communication.

5. Suppression of Campaigns for High-Risk or Ineligible Customers

Data flow: OpenText Decision Service ? Braze

Decision Service applies rules to identify customers who should be excluded from certain campaigns, such as those in collections, under fraud review, with unresolved complaints, or outside credit thresholds. Braze receives suppression flags or exclusion lists and automatically prevents those customers from receiving promotional content.

Business value: Protects brand reputation, avoids inappropriate outreach, and ensures marketing activity respects operational and risk-based constraints.

6. Engagement Feedback to Refine Decision Rules

Data flow: Braze ? OpenText Decision Service

Braze sends campaign engagement data such as opens, clicks, conversions, unsubscribes, and channel response patterns back to OpenText Decision Service. Business analysts use this feedback to adjust decision rules, such as prioritizing channels, changing offer thresholds, or refining timing logic.

Business value: Creates a closed-loop optimization cycle that improves decision quality over time and helps business teams tune rules based on actual customer behavior.

7. Event-Driven Retention and Save-Offer Workflows

Data flow: Bi-directional

OpenText Decision Service detects events such as account cancellation risk, service failure, payment delinquency, or low product usage and determines the appropriate retention action. Braze then executes the retention journey with tailored messaging. Braze engagement results can feed back into OpenText Decision Service to decide whether to escalate to a human agent, offer a stronger incentive, or stop outreach.

Business value: Improves retention by combining automated decisioning with timely, personalized engagement and escalation paths.

8. Cross-Team Workflow for Policy-Driven Campaign Governance

Data flow: OpenText Decision Service ? Braze

Business operations, compliance, and marketing teams maintain decision rules in OpenText Decision Service for campaign approvals, audience qualification, and message restrictions. Braze consumes those rules at runtime so campaign execution stays aligned with approved business policy without requiring code changes or manual review for every update.

Business value: Reduces dependency on IT, speeds up rule changes, improves governance, and supports faster campaign launches with fewer operational errors.