Frequency Capping

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
Email Yes Channel level only
Push Yes

Channel level as well as the campaign type

Push Via Flows

SMS Yes Channel level only
WhatsApp 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 also reset the Frequency Cap at 00:00 GMT daily. This is useful when you send your campaign late on a day and want to send an early morning campaign the other day. Also, do not forget to save your settings once you change them.

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.

Push FC

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, two 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 one while you may not want to limit the highly relevant Event-Triggered push.

CommonSettings.png

For example, when the Total Push Notifications FC is ON, you are limiting the Total number of Push Notifications being sent by MoEngage to two 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. 

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 two per day and all other Product-wise cappings have been turned off. Customers will get a maximum of two notifications per day (combined total for One Time Push/Event-Triggered/Location Triggered Pushes/ Transactional Push) in the order in which they were sent.
Global Total Push Notification FC has been turned off but the Event-Triggered FC is set as two per day and Location Triggered FC is set as one per day Customers will receive a maximum of two Event-Triggered and one Location Triggered campaign and there will not be any cap on One Time or Periodic Push/Transactional Push, and so on.
Global and Product level FC have been turned on. Global Total Push Notification FC is set to three while Event-Triggered Capping is set to one. Customers will receive a maximum of three Push Notifications in the order in which they were sent in the day. If more than one Event-Triggered condition is fulfilled, only one Event-Triggered campaign for which the customer qualified 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 set to three.

Case 2: Global Total Push Notification FC is set 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 as well as triggered deliveries) will be sent in one day. This will be done on a first come first served basis.

FC Settings For Email

Email_FreqCap.png

FC for SMS

Screen_Shot_2020-12-02_at_12.02.55_PM.png

FC Settings for WhatsApp

Screen_Shot_2022-04-11_at_12.01.09_PM.pngFC Settings for Connectors

Screen_Shot_2020-12-02_at_12.08.54_PM.png

 

NOTE

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.

Ignore FC

You may want some important message to be sent irrespective of Frequency Capping. You can do this by selecting Ignore Frequency Cap under Advance settings while creating campaigns.

IgnoreFrequencyCapping.png

Event-Triggers also have a DND Setting. For more information, refer to Do not disturb (DND) for Triggered campaigns.

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