Overview

Message Queuing helps ensure your campaigns reach your audience by automatically retrying to deliver the messages that are not delivered due to delivery settings in the campaign creation flow. When a message is blocked by Frequency Capping and Minimum Delay, MoEngage places the message in a temporary queue instead of dropping it. As soon as the user becomes eligible, MoEngage automatically sends the message.

Message Queuing allows marketers to maximize campaign reach and maintain timely communication without needing to manually adjust campaign schedules.

Use Cases

Message Queuing enables a variety of flexible campaign delivery scenarios.

• Campaign reach optimization: You can automatically retry messages to users who miss a campaign due to Frequency Capping, ensure delivery to those affected by Minimum Delay settings, or maximize engagement without manual rescheduling.
• Manage time-sensitive campaigns: For promotions where immediate delivery is essential, such as flash sales, you can disable queuing at the campaign level. Disabling queuing ensures that messages that cannot be sent instantly are dropped entirely.
• Ensure consistent user journeys: When you want to maintain a consistent communication timeline across all touchpoints in a single user journey, you can set a queuing duration at the journey level.

How Queuing Works

When a campaign message is triggered but cannot be delivered due to pre-set delivery rules, the Message Queuing feature holds the message for a later attempt.

The following steps outline how message queuing works:

1. Trigger and Check: A message is triggered for a user, and MoEngage checks for delivery restrictions in the following order: DND > Frequency Capping > Minimum Delay.
2. Queue: If a restriction is met, the message is placed in a queue for the duration configured in step 3 of campaign creation, instead of being dropped. 
3. Retry: MoEngage automatically attempts to resend the queued message as soon as the user becomes eligible (for example, the frequency cap resets, the minimum delay passes, or the DND window ends).
4. Send or Drop:
   • If the user becomes eligible within the defined queuing duration, MoEngage sends the message.
   • If the queuing duration expires before the user becomes eligible, MoEngage drops the message. The reason for the drop is recorded in your campaign analytics (for example, "After FC Removal"). 

Queuing Behavior with DND Settings 

Your campaign's DND settings and Queuing settings work together to control message delivery. Here is an explanation of how they interact.

When You Respect DND Hours (Ignore DND is OFF)

• With Queuing ON: All messages that would have been dropped (for DND, FC, or Minimum Delay) are queued. MoEngage waits for the DND window to pass and for the user to be eligible based on other rules before sending. This is the best way to ensure maximum delivery while respecting user preferences.
• With Queuing OFF: Only messages dropped by DND are queued to be sent the next day (if you use the "Save and Send" DND option). Messages blocked by FC or Minimum Delay are dropped immediately.

When You Ignore DND Hours (Ignore DND is ON)

• With Queuing ON: MoEngage sends messages at any time, as DND is not a factor. Message Queuing can only be used for messages dropped by Frequency Capping or Minimum Delay, and they are sent as soon as those specific limits are cleared, regardless of the time of day.
• With Queuing OFF: MoEngage sends all messages immediately. No messages are held for DND.

Dashboard Configuration

You can configure Message Queuing settings directly within the campaign creation workflow, as mentioned below:

Enable Queuing for a Campaign

1. In step 3: Schedule and goals of the push campaign creation flow, in the Delivery controls section, locate the Enable Message Queuing toggle.
2. You can:
   • Enable queuing: Turn on the Enable Message Queuing toggle to automatically queue messages that are blocked by Frequency Capping or Minimum Delay.
   • Set queuing duration: Specify the duration for which a message should remain in the queue (for example, 5 hours). You can set a maximum of 48 hours.
   • Disable queuing: Turn off the Enable Message Queuing toggle for time-sensitive campaigns where you prefer to drop messages that cannot be sent immediately.

Monitor Queued Messages

After your campaign is live, you can monitor the performance of your queued messages from the campaign analytics dashboard.

• A temporary Queued banner shows the number of messages pending delivery.
• Delivery funnel statistics, such as Attempted and Sent, update in real-time as queued messages are delivered.
• The Dropped count initially includes messages that are still queued for delivery. This metric updates in real time as messages are sent, providing a funnel based on actual success rather than probable success.

Example

The following scenarios illustrate how Message Queuing works with different campaign settings.

Scenario 1: Frequency Capping and DND

This scenario illustrates how Message Queuing handles push notifications that are blocked by Frequency Capping (FC) and Do Not Disturb (DND) hours.

Settings

• Frequency Cap: 3 push notifications in 1 day
• DND Hours: 10 PM to 7 AM
• Queuing Duration: 48 hours

Scenario 2: Combining FC, DND, and Minimum Delay

This scenario illustrates how queuing manages multiple rules simultaneously for different channels, noting that queuing only applies to Push notifications.

Settings

• Frequency Cap: 5 communications in 1 day
• Minimum Delay: 30 minutes between communications
• DND Hours: 10 PM to 7 AM
• Queuing Duration: 48 hours

FAQs