Do Not Disturb

Do Not Disturb (DND) allows marketers to configure idle hours, at which time trigger notifications should not be sent to users.

Trigger campaigns are sent to users when they do a defined action within a defined time, for example, "Added a product to cart" but "Not Purchased" in 2 hours. Since the messages are sent based on user activity (with a delay set by the marketer), it is possible that some of these notifications (Push/Email/SMS) are triggered at odd hours. For example, if the user has added a product at 10 PM, the respective notification/message will be sent at midnight.

DND can be configured on the following channels and their respective delivery types. Channels other than those mentioned here do not support DND.

Channel Name Campaign type with DND support
Push Event Triggered, Location Triggered, Device Triggered
Email Event Triggered
SMS Event Triggered
WhatsApp Event Triggered
Connectors Event Triggered

Configuring DND for Channels

To configure DND for the above-mentioned channels:

      1. Navigate to Settings -> Channels -> Delivery Controls -> Do not disturb tab.
      2. Turn on the toggle for the channels for which you want to set up DND.
      3. Once you enable DND settings for a channel, the following fields are enabled.
              • Do not disturb timing (User’s time zone) - You can specify the time interval in the user's time zone - the starting time for the DND interval and the ending time for the same in the From and To fields.
              • Action for messages generated during DND -

                After setting up the DND time interval, you can choose how you want to handle the messages generated during the DND period. The following actions are available:

                Action Description
                Discard these messages and do not send them later This option will discard the messages generated during the DND window.

                Save and send all the queued messages

                Select this option if you want to send all the notifications/emails/messages to the user after the DND period is over. If the user performs the trigger action for a campaign multiple times, they would be receiving the notification/email/message from a single campaign those many times.

                Save and send message from only one campaign Select this option if you want to send only one notification/email/message from each campaign. In this case, even if the user performs the trigger action for a particular campaign multiple times, he would receive only one notification/email/message from one campaign. This option would ensure that the user will not receive more than 'x' notifications (where 'x' campaigns are active on a day for the given channel).
                Save and send only one message across <channel_name> campaigns Select this option if you want to send at most one notification/message/email to the user. You might consider this option if you have campaigns running in other channels running as well, and you want to limit the total number of notifications/messages/emails that the user should receive.
                • Order in which queued messages should be sent - This option allows you to control the order in which the notifications will be delivered to the users. It's applicable to all actions except the Discard message option. The options available here are Send the most recent message first (Last in first out) and Send least recent message first (First in first out). 
                • Consider the example that a user becomes eligible for the following push notifications (PN):
                    • PN1 at 11 PM

                    • PN2 at 12.30 AM

                    • PN3 at 5 AM

                    • PN4 at 6.30 AM

                • Send the most recent message first (Last in first out): If you select this option, the user will first receive PN4, followed by PN3, then PN2, and then PN1 after the DND period is over. If the action selected is Send only one message across Push Campaigns, then the user will only receive PN4 (the most recent notification).
                  Send least recent message first (First in first out): If you select this option, the user will first receive PN1, followed by PN2, then PN3, and then PN4 after the DND period is over. If the action selected Send only one message across Push Campaigns, then the user will only receive PN1 (the least recent notification).
                • Gap between messages - This option allows you to set the delay or gap between multiple notifications/messages/emails. It is only applicable when you select either "Send all the queued messages" or "Send only one message from each campaign". 
                • Send all messages at once: Select this option if you want to deliver all the notifications/messages/emails in one go without any gap between two notifications.
                • Send messages at a gap of x mins: Using this option, you can set the time gap between the delivery of two notifications/messages/emails. For example, if you set the gap to five minutes, the second notification/message/email will be delivered five mins after the first one.

DND for Push/Email/SMS/WhatsApp sent using Flows 

These DND Settings are applicable to the campaigns created inside a MoEngage Flow as well. Read more about how it works here.

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