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 ID is taken from Settings -> Channels -> Email -> General settings
• Mobile Number is taken from Settings -> Channels -> 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 ID is taken from Settings -> Channels -> Email -> General settings
• Mobile Number is taken from Settings -> Channels -> 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.

For more information, see Push Reachability.

Email

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 list.

For more information, see Email Reachability.

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 numbers list.

For more information, see SMS Reachability.

WhatsApp

Queries executed on the WhatsApp campaign page show WhatsApp reachability. (Configure WhatsApp)

For reachability calculation, the WhatsApp campaign uses the attribute specified at Settings -> Channels -> WhatsApp -> General settings. The user should have the WhatsApp mobile number and the user’s WhatsApp Opt-In status should be True.

For more information, see WhatsApp Reachability.

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 -

1. 1. 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 the case of the 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 Push Reachability

Users are explicitly asked for permission to be sent push notifications during the app's installation on iOS, Android (13 and above), and Web. They 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-in states that are tracked using the following user attributes, as seen in the segmentation section of the MoEngage Dashboard:

• Reachability Push Android
• Reachability Push iOS
• Reachability Push Web

Email

The given parameters derive email reachability - 

1. 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 '@' 

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.

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

WhatsApp

The given parameters derive WhatsApp reachability -

1. A mobile number should exist in MoEngage for the user to be reachable. 
2. The mobile number should have a valid account on WhatsApp. 
3. WhatsApp Opt-In status should be True

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