Frequency Capping

 

As you create multiple campaigns to target your users, it's possible that some users may fall into multiple segments and thus receive more messages in a day. Frequency Capping (FC) allows you to limit how many messages your users will get during a particular period of time from a certain channel (Push/Email/SMS etc.)

FC is supported for the 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
SMS Yes Channel level only
WhatsApp Yes Channel level only
Connectors Yes Channel level only

Configure and Enable FC

To enable Frequency Capping to go to respective channel settings on MoEngage Dashboard -> Settings-> Channel (Push/Email/SMS & 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. It 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 served irrespective of Frequency capping.

Push FC

To enable, go to MoEngage Dashboard -> Settings-> Channel Push ->FC & DND and enter the no. of push notifications you wish to send to your users over specified no. of days (for ex. 2 notification in 1 day)

You can also choose to reset the Frequency Cap at 00:00 GMT daily. It is useful when you send your campaign late on a day and want to send an early morning campaign the other day. Do not forget to click on Save Button to save your changes.

Push frequency capping has been implemented on two levels

- Channel i.e. You can control the maximum number of Push being sent out to one user via MoEngage

- Product use case i.e. You might want to limit the ad-hoc promo push notification to 1 by setting One Time/ Periodic Push FC as 1 while you may not want to limit the highly relevant Event Triggered push.

CommonSettings.png

For example,

When the Total Push Notification FC is ON, you are limiting the Total Push Notification being sent out by MoEngage to 2 in 1 days.

With One Time/Periodic Push FC or Event Triggered FC as ON and set as 1 in 1 day, you are limiting your One Time/Periodic Push Campaigns and Event Triggered campaigns to 1 in 1 day. 

How Push FC works

Case 1:

The marketer has switched OFF all (Global FC and Individual Product FC) the capping
Effect: There won't be any capping in place and customers will get whatever notifications are sent to them

Case 2:

The marketer has set Global Total Push Notification FC as 2 in 1 day while has switched OFF all the other Product-wise capping.
Effect: The customers will get a maximum of 2 notifications in 1 day (combined total for One Time Push/Event Triggered/Location Triggered Pushes/ Transactional Push) in order in which they were sent.

Case 3: 

The marketer has switched OFF Global Total Push Notification FC but has set Event Triggered FC as 2 in 1 day and Location Triggered FC as 1 in 1 day
Effect: Customers will receive a maximum of 2 Event Triggered and 1 Location Triggered campaign while there will not be any cap on One Time or Periodic Push/Transactional Push etc.

Case 4:

The marketer has switched ON both Global and Product level FC. Say Global Total Push Notification FC is set to 3 while Event Triggered Capping is set to 1.
Effect: Customers will receive a maximum of 3 Push Notifications in the order they were sent in the day. If more than 1 Event Triggered condition is fulfilled, only 1 Event Triggered campaign for which the customer qualified first, will be sent.

Case 5:

The marketer has Global Total Push Notification FC  set to 2. The customer receives 2 notifications and then

  • Global Total Push Notification FC  is set to 3
  • Global Total Push Notification FC is set to 1

Effect: 

  • Global Total Push Notification FC is set to 3 - Customer can receive one more push
  • Global Total Push Notification FC is set to 1 - As 2 pushes have already been received by a customer, no further push is sent to the customer till FC gets reset.

Email FC

To enable, go to MoEngage Dashboard -> Settings-> Channel Emails -> FC & DND  and enter the number of emails you wish to send over a specified number of days (for example, three emails in two days)

Screen_Shot_2020-12-02_at_12.20.33_PM.png

You can also choose to reset the Frequency Cap at 00:00 GMT daily. It is useful when you send your campaign late on a day and want to send an early morning campaign the other day. Do not forget to click on Save Button to save your changes.

How does it work?

A marketer has set Frequency Cap as 2 in one day. In that case, an Email will be sent to a user a maximum of 2 times (combined total for scheduled as well as triggered deliveries) in the period of one day. These Emails will be sent on a first come first serve basis.

SMS FC

To enable, go to MoEngage Dashboard -> Settings-> Channel SMS & Connector ->FC & DND  and enter the number of SMS you wish to send over a specified number of days (for example, two SMS in one day)

Screen_Shot_2020-12-02_at_12.02.55_PM.png

You can also choose to reset the Frequency Cap at 00:00 GMT daily. It is useful when you send your campaign late on a day and want to send an early morning campaign the other day. Do not forget to click on Save Button to save your changes.

How does it work?

Say a marketer has set Frequency Cap as 2 in one day. In that case, SMS will be sent for a user a maximum of 2 times (combined total for scheduled as well as triggered deliveries) in a period of one day. This SMS is sent on a first come first serve basis.

WhatsApp FC

To enable, go to MoEngage Dashboard -> Settings-> Channel -> WhatsApp -> FC/DND Settings and enter the number of messages you wish to send over a specified number of days (for example, two messages in one day)

 

Screen_Shot_2022-04-11_at_12.01.09_PM.png

You can also choose to reset the Frequency Cap at 00:00 GMT daily. It is useful when you send your campaign late on a day and want to send an early morning campaign the other day. Do not forget to click on Save Button to save your changes.

 

How does it work?

Say a marketer has set Frequency Cap as 2 in one day. In that case, WhatsApp message will be sent for a user a maximum of 2 times (combined total for scheduled as well as triggered deliveries) in a period of one day. These messages will be sent on a first come first serve basis.

Connector FC

To enable, go to MoEngage Dashboard -> Settings-> Channel SMS & Connector ->FC & DND  and enter the number of SMS you wish to send over a specified number of days (for example, two SMS in one day)

 

Screen_Shot_2020-12-02_at_12.08.54_PM.png

You can also choose to reset the Frequency Cap at 00:00 GMT daily. It is useful when you send your campaign late on a day and want to send an early morning campaign the other day. Do not forget to click on Save Button to save your changes.

How does it work?

Say a marketer has set Frequency Cap as 2 in one day. In that case, connector data will be sent for a user a maximum of 2 times (combined total for scheduled as well as triggered deliveries) in period of 1 day.

 

NOTE

Frequency Capping is an App level setting. After enabling, it will only function for upcoming campaigns during the given period once it is switched ON.

Ignore FC

It is possible that you want some important message to go out irrespective of Frequency Capping. You can do this by selecting Ignore Frequency Cap under Advanced settings while creating campaigns

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

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