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, SMS, and WhatsApp 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, SMS, and WhatsApp channels and reachability across these 4 channels.
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 and Mobile Number are taken from Settings -> Email -> General Settings and Settings -> SMS & Connector -> SMS General Settings.
User Profile
The User Profile represents the reachability of a specific user for different channels and platforms.
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, SMS, and WhatsApp, 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 and Mobile Number are taken from Settings -> Email -> General Settings and Settings -> SMS & Connector -> 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 are 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, and Web reachability across these 3 platforms.
Queries executed on the Email campaign page show email reachability.
For reachability calculation, the email campaign uses the attribute specified on the campaign page under the 'User attribute with email address' tag.
SMS
Queries executed on the SMS campaign page show SMS reachability.
For reachability calculation, the SMS campaign uses the attribute specified on the campaign page under the 'User attribute that stores user’s mobile number tag.
Queries executed on the WhatsApp campaign page show WhatsApp reachability. (Configure WhatsApp)
For reachability calculation, the WhatsApp campaign uses the attribute specified on WhatsApp's integration settings page > General settings. The user should have WhatsApp mobile number and the user’s WhatsApp Opt-In status should be True.
Open Analytics
Reachability can be calculated directly using the data present in the MoEngage warehouse. Using Open Analytics, you 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 -
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- 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 the case of the Web, the user should have visited the website once and must Opt-in to the browser permission
- Push token for this device should exist.
- 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.
- MoEngage also updates users' reachability based on feedback from silent Push (run periodically if the setting is ON) or Push notifications.
- Users should have at least one active device.
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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 and above, users are explicitly asked for permission to be sent push notifications during the app's installation. In 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 are 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) |
|---|---|---|
| 202 |
Reachable but Opted-out.
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. |
| 201 |
Reachable and opted in These users are considered reachable |
|
| 200 |
Reachable and opt-in status unknown These users are considered reachable Opt-in/opt-out tracking is supported on MoEngage Core SDK version 12.3.01 and above. |
|
| 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. |
|
| info |
To enable Android push notification Opt-in/opt-out tracking, upgrade to MoEngage Core SDK version 12.3.01 and above. |
The given parameters derive email reachability -
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- User email should exist
- User property Hard Bounce should be false
- User property Spam should be false
- User property Unsubscribe should be false
- User email contains '@'
| info |
Email campaign considers all of the above-mentioned parameters for 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
The given parameters derive SMS reachability -
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.
The given parameters derive WhatsApp reachability -
- A mobile number should exist in MoEngage for the user to be reachable.
- The mobile number should have a valid account on WhatsApp.
- WhatsApp Opt-In status should be True
| 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 WhatsApp campaign.