Understanding Reachability

Reachability, as the name suggests, represents the number of users who can be contacted or connected using the respective channels or platforms.

This article explains how the reachability for Push, Email, and SMS channels are derived. For the Push channel, this also explains the reachability for respective platforms. This article also lists the method of calculation for the different pages present on the MoEngage dashboard.

 

Reachability in User Profile

The user profile represents the reachability for a specific user for different channels and platforms. Know more about the User Profile here.

UP_Reachability.png

The green icons on the push reachability card represent the reachability as true for a specific platform. If reachability is true for any of the above platforms, the overall push reachability is true and represented by a green tick mark on the push reachability card. If all of the platforms are not reachable it's represented by the red exclamation mark.

Similarly, for email and SMS, if the user is reachable it's represented by a green icon and green tick mark on the reachability card. Non-reachable users will have red icons and a red exclamation mark.

Parameters being used to evaluate reachability in the user profile are given below -

Push

Push reachability in the user profile is derived by given parameters -

  1. Users should have at least one active device. In the case of Android, iOS, and Windows the app should be installed on the device.
  2. Push token for this device should exist and the token should be valid.
  3. For reachability on the different platforms, at least one active device for the respective platform should exist, the device should have the app installed and should have a valid push token.

 

Email

Email reachability in the user profile is derived by given parameters - 

  1. User email has to exist, there is no check here for '@'. 
    The email is taken from the user attribute specified in the general email settings. Click here to view genera email settings.
  2. User property Hard Bounce should be false
  3. User property Spam should be false
  4. User property Unsubscribe should be false

 

SMS

SMS reachability in the user profile is derived by user property Mobile Number. Mobile Number should exist for the user to be reachable. There is no mobile number format validation used in this case.

The SMS is taken from the default user attribute for the mobile number. Click here to know more about default user attributes

 

Reachability in Campaign Queries

While segmenting users on campaign pages, the respective channel also checks for the required parameters and permissions for the user to be reachable.

Parameters being used to evaluate reachability in the respective channels are given below - 

Push

For all the segmented users, push reachability is derived by the below parameters -

  1. Users should have at least one active device. In the case of Android, iOS, and Windows the app should be installed on the device.
  2. Push token for this device should exist and the token should be valid.
  3. For reachability on the different platforms, at least one active device for the respective platform should exist, the device should have the app installed and should have a valid push token.

Push_Reach.png 

Email

For all the segmented users, the system adds one more condition to find reachable users for email - 

  • User email has to exist and email should have '@' present in the email address. 
    The email is taken from the user attribute specified while creating the email campaign.

Email_Reach.png

 

SMS

For all the segmented users, the system adds one more condition to find reachable users for SMS - 

  • User Mobile Number should exist. 
    The mobile number is taken from the user attribute specified while creating the SMS campaign.

SMS_Reach.png 

Queries that run on the Segmentation page do not show reachability as of now. We will add reachability information for queries running on this page as well.

 

Reachability for Campaigns

Before sending a campaign, users need to be segmented. A segment can have all users or a desired group of users. All of these segmented users may not be reachable, as the required information or the required permissions is not available for the respective users.

Here is the list of information & permission that is required for respective channel and platform to consider a user reachable just before sending the campaign -

Push

Push reachability for a user for sending out a push campaign is derived by given parameters -  

  1. Users should have at least one active device. In the case of Android, iOS, and Windows the app should be installed on the device.
  2. Push token for this device should exist and the token should be valid.
  3. For reachability on the different platforms, at least one active device for the respective platform should exist, the device should have the app installed and should have a valid push token.

If the user satisfies all the above condition then the user is reachable for push notification on the respective platform and the push campaign is sent to the user. If any of the above conditions don't match the user is not reachable and push won't be sent.

 

Email

Email reachability for a user for sending out an email campaign is derived by given parameters - 

  1. User email has to exist and email should have '@' present in the email address. The email is taken from the user attribute specified while creating the email campaign.
  2. User property Hard Bounce should be false 
  3. User property Spam should be false
  4. User property Unsubscribe should be false

If the user satisfies all the above condition then the user is reachable and the email campaign is sent to the user. If any of the above conditions don't match the user is not reachable and email is not sent.

For all users by default  Hard Bounce, Spam and Unsubscribe are false. If a user unsubscribes from an email or marks any email as spam then unsubscribe and Unsubscribe and Spam updated as true respectively. If the user's email is bounced then Hard Bounce updated as true.

 

SMS

SMS reachability for a user for sending out an SMS campaign is derived by given parameters - 

  1. User's mobile number should exist. The mobile number is taken from the user attribute specified while creating the SMS campaign.
  2. The system also validates the mobile number, the country code, and the formate.

If the user satisfies all the above condition then the user is reachable and the SMS campaign is sent to the user. If any of the above conditions don't match the user is not reachable and SMS is not sent.

 

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