Frequency capping

Overview

Frequency capping (FC) lets you control your campaign's communication frequency with users. This significantly prevents customers from receiving bursts of communication from multiple channels simultaneously and improves user engagement and brand value in the market.

You can configure Frequency capping in two ways,

Channel and Campaign Delivery: You can configure frequency capping for your campaign's communication based on delivery types, such as one-time, event-triggered, etc., from any channel.
Tag-based Frequency capping: You can configure frequency capping for your campaign's communication with tags such as promotional, engagement, etc., which allows you to control the communication of your campaigns that have the tags you selected.

info	Note The Tag-based FC is a new feature. To enable it for your account, contact your CSM or raise a support ticket.

Channels Supported for Campaign Delivery Type-based FC and Tag-based FC

Channel name	Campaign Delivery types	Supported for Delivery type FC	Supported for Tag-based FC
Push	One time/Periodic Event triggered Device triggered Location triggered Flows Push API	Yes	Yes
SMS	One time/Periodic Event triggered Flows	Yes	Yes
Email	One time/Periodic Event triggered Flows	Yes	Yes
WhatsApp	One time/Periodic Event triggered Flows	Yes	Yes
Connector	One time/Periodic Event triggered Flows	Yes	Yes

Configure Frequency Capping

You can configure FC for multiple channels and delivery types.

info	Information The frequency capping you configure applies only to the upcoming campaigns and does not affect existing ones.

Log in to the MoEngage dashboard.
On the left navigation menu in the MoEngage dashboard, select Settings > Channels.
In the Channels section, select Delivery controls.
On the Delivery controls page, click the Frequency capping tab.
Set the frequency capping value, which can be configured globally for all channels in cross channel configuration and individually in the channel specific configuration section.

Cross-channel configuration: Turn on the All channels toggle and specify the limit for the number of communications that must be sent to users from all channels. This is the maximum limit for the total number of communications that must be sent to a customer within the specified number of days. For example, if you set the cap at four communications in 6 days, you can send only four communications in total from all the channels in the next 6 days. This is performed on a first-come, first-served basis.
Delivery and Channel specific configuration: Turn on the individual channel level toggles and specify the limits of your communication for each channel. You must configure the total number of communications that can be sent for each channel and select the delivery type of the campaigns, such as one time/periodic, event triggered, etc., from which the communication must be sent.
Tag-based configuration: Turn on the individual channel level toggles and specify the communication limits for each channel. Tag-based frequency capping can be configured using the following options. After selecting any of the following options, you are provided another field to select the tags.
- - Campaigns with all the selected tags: This option allows you to limit the communication from campaigns associated with all the tags you select. In the following example, we have configured FC for Push notifications from the campaigns with all the selected tags (Tags: promotional and transactional).
  - Campaigns with any of the selected tags: This option allows you to limit the communication from the campaigns associated with any of the selected tags. In the following example, we have configured FC for SMS from the campaigns with all the selected tags (Tags: promotional, transactional, incentive).

info	Note Tag-based frequency capping also applies to Flows. If you choose campaigns with all or any of the selected tags while configuring FC, this includes the campaigns that are part of Flows.

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 communications 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 FC for Push is set as six communications for the next 6 days, a maximum of six communications are sent in the next 6 days. This is done on a first-come, first-served basis.
To set FC based on the campaign's delivery type, add a rule below by clicking the plus sign (+) at the end of each configuration and configure the delivery type to one time/periodic, event triggered, etc.
You can configure FC based on tags by adding another rule with the option, select from campaigns with any/all of the selected tags and select the tags to send communications accordingly.

Example: To send only six Push communications to your users in the next 6 days from all push campaigns and send only two push notifications in the next 6 days from campaigns with all the selected tags (Tags: all users, engagement, and promotion) and not more than twice to the users from location-triggered campaigns in the next 6 days, you can set frequency capping as follows.

1. Send a maximum of 6 Web and App push from all push campaigns to a user in 6 days.
2. 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.
3. 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 FC for SMS is set to three for the next 7 days, a maximum of three communications can be sent in those 7 days. This is 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 FC based on campaign delivery type, such as one time or event triggered.
While configuring the SMS campaign, you can set FC based on tags by adding another rule with the option to select from campaigns with (any/all) of the selected tags and select the tags to send communications accordingly.

Example: To send SMS to your users thrice a week and only twice from the campaigns with all the selected tags (Tags: engagement, promotion), you can set frequency capping as follows.

1. Send a maximum of 3 SMS from all SMS campaigns to a user in 7 days.
2. 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, five Emails in 6 days).
If the FC for Email is set to five for the next 6 days, a maximum of five communications can be sent in those 6 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 FC based on campaign delivery type, such as one time, event triggered, etc.

Example: To send five Email communications to the users from all email campaigns and not more than three Email communications to the users from an event triggered campaign in the next 6 days. You can set the frequency capping as follows.

1. Send a maximum of 5 Emails from all email campaigns to a user in 6 days.
2. Send a maximum of 3 Emails 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 2 days).
If the FC for WhatsApp is set to four for the next 6 days, a maximum of four communications can be sent in those 6 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 FC based on campaign delivery type, such as one time, event triggered, etc.

Example: To send a maximum of four WhatsApp communications from all WhatsApp campaigns in the next 6 days, two from one time/periodic campaign, you can set the frequency cap as follows.

1. Send a maximum of 4 WhatsApp messages from all WhatsApp campaigns to a user in 6 days.
2. 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 2 days).
If the cross-channel FC is set to three for the next 5 days, a maximum of three communications can be sent in those 5 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 FC based on campaign delivery type such as one time, event triggered, etc.
While configuring the Connectors, you can set FC for campaigns based on delivery types. By adding another rule with the option select form campaigns with (any/all) of the selected tags, you can send communications to the selected tags.

Example: To send a maximum of six communications from all Connector campaigns, two communications from one-time/periodic campaigns, and two 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.

1. Send a maximum of 6 Connector requests from all Connector campaigns to a user in 6 days.
2. Send a maximum of 2 Connector requests from an event-triggered campaign to a user in 6 days.
3. Send a maximum of 2 Connector requests from campaigns with any of the following tags. (Tags: activation, engagement, promotion) to a user in 6 days.

Applying FC in Different Scenarios

Scenario

Configuration

Scenario 1: Based on campaign delivery type

Let's assume you want to send a maximum of six communications from Push for an upcoming week. Not more than three communications from one time/periodic campaigns and not more than three communications from event triggered campaigns via Push.

The configuration for scenario 1 is as follows,

Enable push and set a maximum of 6 communications from all push campaigns to a user in 7 days
Add a rule with a maximum of 3 communications from Web and App Push from one time/periodic campaign to a user in 7 days.
Add another rule with a maximum of 3 communications from Web and App Push from event triggered to a user in 7 days.

Scenario 2: Based on tags

Let's assume you want to send a maximum of 10 communications for an upcoming week. Not more than four communications from One time/periodic campaigns and not more than two communications from campaigns with all the selected tags (Tags: engagement, promotion) via Email notification.

The configuration for scenario 2 is as follows,

Enable Email and set a maximum of 10 emails from all email channels to a user in 7 days.
Add a rule with a maximum of 5 communications from one time/periodic campaign to a user in 7 days.
Add another rule with a maximum of 5 communications from all the selected tags (Tags: engagement, promotion) to a user in 7 days.

Scenario 3: FC for cross channel configuration

Let's assume you want to configure a frequency cap limited to 10 communications across all channels in 7 days. Not more than four communications should be sent from campaigns with all the selected tags (promotion, engagement).

The configuration for scenario 3 is as follows,

Set a cross channel configuration limit to a maximum of 10 communications from all campaigns/flows to a user in 7 days.
Add a rule under cross channel configuration with a frequency cap of 4 communications campaigns with all the selected tags (Tags: promotion, engagement). Remaining communications are sent from any other campaign delivery types which are processed on first-come first-serve basis.

Editing FC Rules

If you try to edit the tags in your frequency cap setting once it is saved, it resets the existing FC configuration, and the new FC setting is applied to the communication.

For example,

You have configured a frequency cap with a limit of four SMS communications and not more than two SMS from campaigns with any of the selected tags(Tags: activation and promotion) in the upcoming week. On the third day, If you try to add or remove any tags from the configuration, It resets the communication setting to zero, and the campaigns with any of the selected tags(Tags: activation and promotion) are eligible to receive more than two SMS communications.

Refresh setting

Refresh setting helps you reset the frequency cap to your App's Timezone.

You can reset the Frequency Cap daily at 00:00 based on your app's or user's timezone for all supported channels. By default, it refreshes at 12 AM in the app's timezone for every user. Resetting the FC is useful if you send a late-night campaign and plan to send another the next day in the early morning

Click Save

Delivery Controls

In Step 3 (Schedule and Goals) of campaign creation, you can configure the delivery controls for your frequency capping.

Ignore frequency capping:

To send instant communication irrespective of your frequency cap setting, Turn on the frequency capping toggle under the Delivery Controls section in the third step of campaign creation.

Count for frequency capping:

Turn on the Count for the frequency capping toggle to track the total messages or notifications delivered under global frequency capping.