Overview
Frequency capping (FC) allows you to control your communication with target users effectively without overwhelming them with a burst of communication from different channels at once.
To enhance the delivery control of your FC, MoEnagge has introduced Tag-based FC.
With Tag-based frequency capping,
- You can target different categories of customers, such as subscribed, unsubscribed, and VIP customers, by creating customized tags.
- You can communicate with users with campaigns of different delivery types, like One-time, event-triggered, etc., from multiple channels by limiting the frequency of communication.
FC is supported for the following channels on the MoEngage Dashboard:
Channel Name | Supports Frequency Capping | Supported for |
---|---|---|
Push | Yes | Channel and Campaign level |
SMS | Yes | Channel and Campaign level |
Yes | Channel and Campaign level | |
Yes | Channel and Campaign level | |
Connector | Yes | Channel and Campaign level |
Configure and Enable FC
- Log into the MoEngage dashboard
- Navigate to Settings > Channels
- In the Channels section, select Delivery controls.
- In the Delivery controls page, click the Frequency capping tab
- Set the frequency capping value in cross-channel configuration or channel-specific configuration to the desired number to control the communication being sent out.
You can set the frequency cap in the following options:
- Cross channel configuration: Turn on the All channels toggle to specify the total limit for the number of communications that can be sent to customers across all channels. This is the maximum cap on the total number of communications that can be sent to a customer within a specified number of days. For example, if we set the cap at five communications in two days, you can send only five communications in two days, and this would take into account the settings set for the individual channels and would be on a first-come, first-served basis.
- Channel specific configuration: Turn on the individual channel level toggles to specify the limits for each channel and set delivery type as one time/event triggered/ based on which your communications should be sent. You must configure the total number of communications that can be sent for each channel. The number of days provided in the All channels persists for each delivery type.
- Tag-based configuration: Turn on the individual channel level toggles to specify the limits for each channel. Add tags by adding additional rules to the channels you configure to send messages to specific audiences based on the tags.
Configure FC in Outbound Channels
You can configure FC in the following outbound channels:
To enable Frequency Capping for the Push notifications:
- Turn on the Push toggle.
- Enter the maximum number of notifications you wish to send over a specified number of days (for example, two push notifications in one day). This configuration applies to all Push campaigns by default. For example, if the cross-channel FC is set as two for the next four days, a maximum of two communications would be sent in the next four days. This would be done on a first-come, first-served basis.
- To set the campaign's delivery type for FC, add a rule below by clicking the Plus sign (+) at the end of each configuration. You can configure the delivery type to one-time, event-triggered, or custom campaigns.
- You can add tags with the frequency cap by adding another rule and send communications accordingly.
- Example: To send only 6 Push notifications to your customers in the next six days from all push campaigns and send only 2 push notifications in the next six days from campaigns with tags (all users, engagement, and promotion) and not more than 4 times to the customers from location-triggered campaigns in the next 6 days, you can set frequency capping as follows.
- Send a maximum of 6 Web and App push from all push campaigns to a user in 6 days.
- Send a maximum of 2 Web and App push from all campaigns with all the selected tags (Tags: all users, engagement, promotion) to a user in 6 days.
- Send a maximum of 2 Web and App pushes from location-triggered campaigns to a user in 6 days.
To configure Frequency Capping for the SMS:
- Turn on the SMS toggle.
- Enter the maximum number of SMS you wish to send over a specified number of days (for example, one message in one day).
- If the cross-channel FC is set to two for the next four days, a maximum of two communications can be sent in those four days. This is be done on a first-come, first-served basis.
- This configuration applies to all SMS campaigns by default. By adding a rule below by clicking the Plus sign (+) at the end of each configuration, you can configure the delivery type to one-time, event-triggered, or custom campaigns.
- While configuring the SMS campaign, you can add tags along with the frequency cap by adding the rule and send communications accordingly.
- Example: To send SMS to your customers thrice a week and only twice from the campaigns with all the selected tags (engagement, promotion), you can set frequency capping as follows.
- Send a maximum of 3 SMS from all SMS campaigns to a user in 7 days.
- Send a maximum of 2 SMS from the campaign with all the selected tags (Engagement, promotion) to a user in 7 days.
To configure Frequency Capping for the Email:
- Turn on the Email toggle.
- Enter the maximum number of Emails you wish to send over a specified number of days (for example, two Emails in three days).
- If the cross-channel FC is set to two for the next four days, a maximum of two communications can be sent in those four days. This is done on a first-come, first-served basis.
- This configuration applies to all Email campaigns by default. By adding a rule below by clicking the Plus sign (+) at the end of each configuration, you can configure the delivery type to one-time, event-triggered, or custom campaigns.
- While configuring the Email campaign, you can add tags along with the frequency cap by adding the rule and sending communications accordingly.
- Example: To send 5 Email communications to the customers from all email campaigns and not more than 3 Email communications to the users from event triggered campaign in the next 6 days. You can set the frequency capping as follows.
- Send a maximum of 5 Email from all email campaigns to a user in 6 days.
- Send a maximum of 3 Email from an event triggered campaign to a user in 6 days.
To configure Frequency Capping for the WhatsApp:
- Turn on the WhatsApp toggle.
- Enter the maximum number of Whatsapp messages you wish to send over a specified number of days (for example, one message in two days).
- If the cross-channel FC is set to two for the next four days, a maximum of two communications can be sent in those four days. This is done on a first-come, first-served basis.
- This configuration applies to all WhatsApp campaigns by default. By adding a rule below by clicking the Plus sign (+) at the end of each configuration, you can configure the delivery type to one-time, event-triggered, or custom campaigns.
- While configuring the WhatsApp campaign, you can add tags along with the frequency cap by adding the rule and send communications accordingly.
- Example: To send a maximum of 4 WhatsApp communications from all WhatsApp campaigns in the next 6 days, 2 from one time/periodic campaign, you can set the frequency cap as follows.
- Send a maximum of 4 WhatsApp messages from all WhatsApp campaigns to a user in 6 days.
- Send a maximum of 2 WhatsApp from one/time periodic campaign to a user in 6 days
To configure Frequency Capping for Connectors:
- Turn on the Connector toggle.
- Enter the maximum number of messages you wish to send over a specified number of days (for example, three messages in two days).
- If the cross-channel FC is set to three for the next five days, a maximum of three communications can be sent in those five days. This would be done on a first-come, first-served basis.
- This configuration applies to all connector campaigns by default. By adding a rule below by clicking the Plus sign (+) at the end of each configuration, you can configure the delivery type to one-time, event-triggered, or custom campaigns.
- While configuring the Connector campaign, you can add tags along with the frequency cap by adding the rule and send communications accordingly.
- Example: To send a maximum of 6 communications from all connector campaigns, 2 communications from one-time/periodic campaigns, and 2 communications from campaigns with any of the selected tags (activation, engagement, promotion)in the next 6 days, you can set the frequency cap as follows.
- Send a maximum of 6 Connector requests from all Connector campaigns to a user in 6 days.
- Send a maximum of 2 Connector requests from event triggered campaign to a user in 6 days.
- Send a maximum of 2 Connector request from campaigns with any of the following tag (Tags: activation, engagement, promotion) to a user in 6 days.
info |
Information Frequency Capping is an App level setting. After enabling, it functions only for upcoming campaigns. |
How does FC work?
Scenario | Setting |
---|---|
Scenario 1: Based on campaign delivery type Consider that you are sending a maximum of six communications using different delivery types for an upcoming week. Three communications from one-time/ periodic campaigns through push notifications and two communications from event-triggered campaigns through SMS |
To send communication based on scenario 1, perform the following setting:
|
Scenario 2: Based on tags Consider that you are sending a maximum of six communications for an upcoming week. Four communications from One time/ periodic campaigns via Email notification and two from campaigns with all the selected tags (engagement, promotion) from WhatsApp
|
To send communication based on scenario 2, perform the following setting:
|
Conflicting rules
1. If the FC rules conflict, the most restrictive rule would be applied in your configuration.
For example, you are configuring the following rules for SMS:
- The first rule is a communication limit of 1 for all campaigns in the next 3 days.
- The second rule with a communication limit of not more than 3 with the tag promotion in the next 3 days.
- In this condition, the limit of 1, the most restrictive applicable frequency capping rule, would be applied to your configuration, which means only one SMS communication would be sent to your customers in the next three days.
2. If you try to edit the tags in your frequency cap setting, it resets the configuration, and the recent setting is applied.
For example,
You have set a campaign with a frequency cap of a maximum of four SMS to the user existing users in the next six days with the delivery type as an event-triggered campaign. On the third day, after sending two SMS, Adding/removing the tags from the setting resets the existing communications and starts to send four SMS in the next 2 days with the selected tags. The following alert pops up once you edit the tags in your frequency cap setting.
info |
FC Settings are saved successfully. Capping based on the changed tag rule will be reset and evaluated from the start, and some users might receive more notifications. |
Refresh setting
- You can reset the Frequency Cap at 00:00 daily based on your App's Timezone or your User's Timezone for all the channels that support FC. By default, the refresh is done at 12 AM in the app's timezone for every user. Resetting FC is useful when you send your campaign late on a day and want to send an early morning campaign the other day.
- Click on Save to save the FC settings.
Ignore FC
Turn on the Count for the frequency capping toggle if you wish to count the messages/notifications for the global frequency capping to keep track on the total messages delivered to the user.