> For the complete documentation index, see [llms.txt](https://doc.commandersact.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.commandersact.com/use-cases/data-activation/retain-customers/identify-customers-preferred-channel.md).

# Identify customers’ preferred channel

## Use case description

🎯 Goal:

Detect when customers are not reacting anymore to your communication and change to the most preferred channel.

In order to personalize the communication with customers, identify preferred channel. For example, if customers didn’t react to any of your email, try to send an SMS or push notification instead.

🔧 Complexity: 2/5

💰 ROI: Low

## Use case setup

Step 1: create new Augmented User Attributes to add new metrics related to customers activities: number of orders in the last 2 months, number of visits, email opened, clicks…

Step 2: create a segment to target customers without email opened in the last 2 months for example

Step 3: create a stream to send users in segment previously created to an SMS or push notification solution


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://doc.commandersact.com/use-cases/data-activation/retain-customers/identify-customers-preferred-channel.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.