Do Not Disturb (DND) for Triggered campaigns

Do Not Disturb (DND) allows marketers to configure idle hours during which end users should not receive trigger notifications.

Trigger campaigns are sent to users when they do a defined action within a defined time e.g. "Added a product to cart" but "Not Purchased" in 2 hours. Since the messages are sent based on user activity (with delay set by the marketer), it is possible that some of these notifications (Push/Email/SMS) are triggered at odd hours i.e. if the user added a product at 10 pm, the respective notification/message will be sent at midnight.

DND is supported on the following channels and their respective delivery types. Channels other than those mentioned here do not support DND.

Channel Name Campaign type with DND support
Push Event Triggered, Location Triggered, Device Triggered
Email Event Triggered
SMS Event Triggered
WhatsApp Event Triggered
Connectors Event Triggered

Setting up DND for Triggered Campaigns

DND setup for Triggered Push

DND for Triggered Emails & Triggered SMS works in an exactly similar fashion. 

The same DND settings are applicable to Geo Fence and Real-time trigger Push campaigns.

Step 1:  On the MoEngage Dashboard, Go to the Settings (sidebar) -> Channel Push  -> FC & DND

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Step 2: Scroll down to the heading EVENT TRIGGER, GEO FENCE & REAL TIME CAMPAIGNS and toggle the DND button to enable it.

Enter the time interval during which you don't want your users to be disturbed. This will ensure that triggered push notifications aren't sent during the specified time window. 

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Note: For each user, DND will be set based on the user's respective time zone. This means that for a user residing in India, DND will be applicable from 10.30 pm to 8:00 am IST. Whereas, for a user residing in San Francisco, DND will be applicable from 10.30 pm to 8:00 am PST.

If the user's time zone is not available, then DND will be applicable as per the app time zone.

The app time zone is set by your admin at the time of account set up on the MoEngage dashboard. This is available at Settings >> App Settings >> General Settings.

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Step 3: After setting up the DND time interval, you can choose how you want to handle the messages generated during the DND period.

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Here you can choose 2 options:

  • Discard these messages and do not send them later: If you choose this option, the user will never receive the triggered notifications that were supposed to be delivered when the DND period was active. 
  • Save these messages and send them after the DND period is over: Select this option if you want to deliver the triggered notifications post the DND period. 

Step 4: If you choose the 2nd option i.e. send messages after the DND period is over, configure the following settings:

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1. Save and Send Criteria

This option allows you to control the volume of messages you wish the user to receive post the DND period. Let us understand how it works with this example - Suppose there are four ST Push campaigns active on a given day and a particular user, John, qualifies for all these four Push campaigns. 

  • Send all the queued messages: Select this option if you want to send all the four Push notifications to John after the DND period is over. If John performs the trigger action for a campaign multiple times, he would be receiving the Push notification from a single campaign those many times.
  • Send only one message from each campaign: Select this option if you want to send only one Push notification from each campaign. In this case, even if John performs the trigger action for a particular campaign multiple times, he would receive only one Push notification from one campaign. This option would ensure that John will not receive more than four Push notifications (considering the above example that four Push campaigns are active on a day).
  • Send only one message across Push Campaigns: Select this option if you want to send at most one Push notification to John. You might consider this option if you have other campaigns (Email, SMS, In-Apps) running as well and you want to limit the total number of notifications that the user, John, should receive.

2. Order in which queued messages should be sent

This option allows you to control the order in which the notifications will be delivered to the users. It's applicable to all the 3 options available in Save and Send Criteria discussed above. Consider the example that user, John, became eligible for the following Push notifications (PN):

 - PN1 at 11 pm

- PN2 at 12.30 am

- PN3 at 5 am

- PN4 at 6.30 am

  • Send the most recent message first (Last in first out): If you select this option, John will first receive PN4, followed by PN3, then PN2, and then PN1 after the DND period is over. If you selected "Send only one message across Push Campaigns" in Save & Send criteria, then John will only receive PN4 (the most recent notification).
  • Send least recent message first (First in first out): If you select this option, John will first receive PN1, followed by PN2, then PN3, and then PN4 after the DND period is over. If you selected "Send only one message across Push Campaigns" in Save & Send criteria, then John will only receive PN1 (the least recent notification).

3. Control queued messages sending

This option allows you to set the delay or gap between multiple Push notifications. It's only applicable when you select either "Send all the queued messages" or "Send only one message from each campaign" in Save & Send criteria.

  • Send all messages at once: Select this option if you want to deliver all the Push notifications in one go without any gap between two notifications.
  • Send messages at a gap of x mins: Using this option, you can set the time gap between the delivery of two push notifications. For example, if you set the gap to five minutes, the second push notification will be delivered five mins after the first one.
 

NOTE

  • To configure Emails DND settings, navigate to the MoEngage Dashboard -> Settings (sidebar) -> Channel Emails  -> FC & DND. Follow the same steps outlined above for push.
  • To configure SMS DND settings, navigate to the MoEngage Dashboard -> Settings (sidebar) -> Channel SMS & Connector  -> FC & DND. Follow the same steps outlined above for push.

DND for Push/Email/SMS/WhatsApp sent using Flows 

These DND Settings are applicable to the campaigns created inside a MoEngage Flow as well. Read more about how it works here.

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