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 user when they do a defined action with-in defined time e.g. "Added a product to cart" but "Not Purchased" in 2 hours. Since the messages are sent basis user activity (with delay set by marketer), it is possible that some of these notifications (push/email/sms) are triggered at odd hours i.e. if 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 what is mentioned here do not support DND.

 Channel Name  Campaign type with DND support
 Push  Smart Trigger, Geo Fence, Real time 
 Email  Smart Trigger
 SMS  Smart Trigger
 Connectors  Triggered

 

Let us understand how to set up DND for Triggered campaigns.

Here we are taking example to set up DND for Triggered Push. DND for Triggered Emails & Triggered SMS works in the exact similar fashion.

For Push, the same DND settings are applicable to Geo Fence and Real time trigger campaigns.

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

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Step 2: Scroll down to the heading SMART TRIGGER, GEO FENCE & REAL TIME CAMPAIGNS and switch ON the DND toggle button.

Next, enter the time-interval during which you don't want your users to be disturbed and hence you do not wish to send the triggered push notifications. 

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

If the user's time zone is not available with us, 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 MoEngage dashboard. You can check it at Settings >> App Settings >> General Settings.

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Step 3: After setting up the DND time interval, you can choose how do you want to handle the messages generated during 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 DND period is over: Select this option if you want us to deliver the triggered notifications post the DND period. 

Step 4: If you choose the 2nd option i.e. send messages after 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 4 ST Push campaigns active on a given day and a a particular user, John, qualifies for all these 4 Push campaigns. 

  • Send all the queued messages: Select this option if you want to send all the 4 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 1 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 1 Push notification from 1 campaign. This option would ensure that John will not receive more than 4 Push notifications (considering the above example that 4 Push campaigns are active on a day) 
  • Send only one message across Push Campaigns: Select this option if you want to send at-most 1 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 following Push notifications (PN):

 - PN1 at 11pm

- PN2 at 12.30am

- PN3 at 5am

- PN4 at 6.30am

  • Send most recent message first (Last in first out): If you select this option, John will first receive PN4, followed by PN3, then PN2 and at last 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 at last 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. Its only applicable when you select either the "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 2 notifications
  • Send messages at a gap of x mins: Using this option, you can set the time gap between delivery of 2 Push notifications. Eg. If you set the gap of 5 mins, the second Push notification will be delivered 5 mins after the first one.

 Note

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

 

DND for Push/Email/SMS sent via 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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