User Reachability

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

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

Reachability

Reachability in different modules across MoEngage - 

Segmentation

Queries executed on the segmentation page (Create segment) show reachability for Push, Email, and SMS channels along with reachability across these 3 channels.

Seg_Reach.png

The segmentation page also shows the queries executed on the channel's page. You can identify them via the source column.

For reachability calculation on the segmentation page, Email & Mobile Number are taken from Email Sesstings' General Settings and SMS & Connector Settings' SMS general Settings.

User Profile

The User Profile represents the reachability of a specific user for different channels and platforms.

Screenshot_2022-08-19_at_5.00.00_PM.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 platforms are not reachable, it's represented by the red exclamation mark.

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

For reachability calculation on the User Profile page, Email & Mobile Number are taken from Email Sesstings' General Settings and SMS & Connector Settings' SMS general Settings.

Campaign

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 the outbound channels and the respective reachability -

Push

Queries executed on the Push campaign page show push reachability for Android, iOS & Web along with reachability across these 3 platforms.

Push_Reach.png

Email

Queries executed on the Email campaign page show email reachability.
For reachability calculation, email campaign uses the attribute specified in the campaign page under - 'User attribute with email address' tag.
Email_Reach.png

SMS

Queries executed on the SMS campaign page show SMS reachability.

For reachability calculation, SMS campaign uses the attribute specified in the campaign page under - 'User attribute that stores user’s mobile number' tag.
SMS_Reach.png

Open Analytics

Reachability can directly be calculated using the data present in the MoEngage warehouse. Using Open Analytics MoEngage, users can derive reachability and get the required data around it. To learn about reachability using open analytics, click here.

Reachability Calculation

Push

Push reachability is derived by the given parameters -

  1. Users should have at least one active device.
    • In the case of iOS, the app should be installed on the device.
    • In the case of Android, the app should be installed on the device and the device should not be opt-out for push notifications.
    • In case of Web, the user should have visited the website once and must Opt-in to the browser permission
  2. Push token for this device should exist.
  3. For reachability on the different iOS & Android, at least one active device for the respective platform should exist, and the device should have the app installed.
  4. MoEngage also updates users' reachability based on feedback from silent Push (run periodically if the setting is ON) or Push notifications.

Based on the above parameters system generates reliability codes for all platforms. The reachability codes are stored in User Attributes 'Reachability Push Android', 'Reachability Push iOS', and 'Reachability Push Web'. The user is considered to be reachable on the respective platform if the attribute value (reachability code) in these attributes is 200.

User Opt-in preferences and Android Push Reachability

From Android 13, users are explicitly asked for permission to be sent push notifications during the app's installation.

For older versions of Android, the user can opt-in and opt out of receiving push notifications by navigating to the device's app settings and selecting their preference.

The table below showcases the reachability and Opt-instates for Android that is tracked using the 'Reachability Push Android' attribute, as seen in the segmentation section of the MoEngage Dashboard.

Reachability Push Android Code Legacy Reachability Description New Reachability Description (Recommended)
200

Reachable and opt-in status unknown
This is the reachability value for users for whom the opt-in/opt-out preferences haven't been tracked by MoEngage yet.

These users are considered reachable

Opt-in/opt-out tracking is supported on MoEngage Core SDK version 12.3.01 and above.

201

Reachable and opted in
This is the reachability value for any user who has opted in to receive push notifications on at least on of their Android devices.

These users are considered reachable

202

Reachable but Opted-out.


This is the reachability value for any user who has opted out of receiving push notifications on all of their Android devices.

These users are considered reachable but will not receive notifications on their device

Not reachable due to Opt-out.

This is the reachability value for any user who has opted out of receiving push notifications on all of their Android devices.

These users are no longer considered reachable and will not be targeted for campaigns. 

To exclude opted-out users and thereby have more accurate delivery reporting, please reach out to your Customer Success Account Manager.

300, 400, 401, 403, 404, 409, 411, 412, 413, 414, 421, 422, 423, 430, 433, 434, 435, 436

Not reachable

Any user who is not reachable due to previous delivery failures.

Email

Email reachability is derived by the given parameters - 

    1. User email should exist
    2. User property Hard Bounce should be false
    3. User property Spam should be false
    4. User property Unsubscribe should be false
    5. User email contains '@' 
info

Email campaign considers all of the above-mentioned parameters for email reachability.
Segmentation and User profile consider the first 4 parameters to calculate email reachability.

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 are updated as true, respectively. If the user's email is bounced, then Hard Bounce is updated as true.

SMS

SMS reachability is derived by the given parameters - 

Mobile Number should exist for the user to be reachable. There is no mobile number format validation used for reachability calculation.

info

 Mobile Number attribute should be stored as a string data type for proper functioning

The system also validates the mobile number, the country code, and the format before sending the actual SMS campaign.

 

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