When multiple campaigns are created, some users may fall into multiple segments and thus receive more than one message/email or notification in a day. Frequency Capping (FC) allows limits to be placed on the number of messages users will get during a particular period from a particular channel (Push/Email/SMS/WhatsApp/Connectors).
FC is supported for the following channels and is configured separately for each of these channels.
|Channel Name||Frequency Capping Support||Support for|
|Yes||Channel level only|
Channel level as well as the campaign type
Push Via Flows
|SMS||Yes||Channel level only|
|Yes||Channel level only|
|Connectors||Yes||Channel level only|
Configure and Enable FC
To enable Frequency Capping, go to the respective channel settings on MoEngage Dashboard -> Settings-> Channel (Push/Email/SMS/WhatsApp/Connector) and set the value to the desired number to control the communication being sent out.
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.
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.
You can choose to ignore FC on a campaign level if some campaigns should be sent, irrespective of Frequency capping. For example, transactional messages need to be sent irrespective of the FC settings.
To enable frequency capping, go to MoEngage Dashboard -> Settings-> Channel Push ->FC & DND and enter the number of push notifications you wish to send to your users over a specified number of days (for example, six notifications per day).
Push frequency capping has been implemented on two levels: channel level and campaign level.
You can control the maximum number of Push notifications being sent to a user through MoEngage. For example, you might want to limit the ad-hoc promo push notification to one by setting One Time/ Periodic Push FC as two while you may not want to limit the highly relevant Event-Triggered/ Real Time Push to four each per day.
In the example shown in the image, you are limiting the Total number of Push Notifications being sent by MoEngage to six per day.
With One Time/Periodic Push FC or Event-Triggered FC turned ON and set as one per day, you are limiting your One Time/Periodic Push Campaigns and Event-Triggered campaigns to one per day.
Note: The channel level cap cannot exceed the global cap value.
How does Push FC work?
|Push FC Setting||Effect of the Setting|
|All FC cappings (Global FC and Individual Product FC) have been turned off.||Customers will get all the notifications sent to them, and there won't be any capping in place.|
|Global Total Push Notification FC is set as six per day, and all other Product-wise cappings have been turned off.||Customers will get a maximum of six notifications per day (combined total for One Time Push/Event-Triggered/Real Time Triggered /Location Triggered Pushes/ Transactional Push) in the order in which they were sent.|
|Global and Product level FC have been turned on. Global Total Push Notification FC is set to six, while Event-Triggered, Real-Time Triggered are set to four each and One Time/Periodic and Location Triggered Capping are set to two each.||Customers will receive a maximum of six Push Notifications in the order in which they were sent in the day. If the cap for a particular channel has been set as 'x' and if the user qualifies for campaigns greater than 'x' in that channel, only the first 'x' campaigns for which the customer qualifies first will be sent.|
Global Total Push Notification FC is set to two. The customer receives two notifications. Now consider the following cases:
Case 1: Global Total Push Notification FC is changed to three.
Case 2: Global Total Push Notification FC is changed to one.
Case 1:Customers can receive one more push when the Global Total Push Notification FC is set to three in this case.
Case 2: Customers will not receive any push notification till the FC gets reset. This is because the Global Total Push Notification FC is set to one, and two push notifications have already been received by the customer.
FC for Other Channels(Email/SMS/WhatsApp and Connectors)
Navigation: MoEngage Dashboard -> Settings-> Channel-> <ChannelName> -> FC & DND
To enable Frequency Capping for a particular channel, go to MoEngage Dashboard -> Settings-> Channels and select the channel. On the Channel's settings page, click on the FC & DND and enter the number of emails/SMSes/Whatsapp messages you wish to send over a specified number of days (for example, three emails in two days if it's the email channel and so on).
How does FC work for other channels?
If the Frequency Cap has been set as two per day, then a maximum of two WhatsApp messages or emails or SMSes (combined total for scheduled and triggered deliveries) will be sent in one day. This will be done on a first-come, first-served basis.
FC Settings For Email
FC for SMS
FC Settings for WhatsApp
FC Settings for Connectors
Frequency Capping is an App level setting. After enabling, it will only function for upcoming campaigns during the given period once it is turned ON.
You may want some important message to be sent irrespective of Frequency Capping. You can do this by selecting Ignore Frequency Cap under the Delivery Controls Section in the thrid step of campaign creation.
Turn on the Count for the frequency Capping toggle in case you wish to count the message/notification for the global frequency capping to keep a check on the total messages getting delivered to the user.
Event-Triggers also have a DND Setting. For more information, refer to Do not disturb (DND) for Triggered campaigns.