Engagement rules & categories

Establish send limits for different message categories

The options at Settings > Channels > Engagement Rules & Categories allows you to control limits on messages sent to subscribers.

Engagement rules

Disable broadcast messages

By default, campaigns can be sent to all subscribers within a project with no segmentation applied. This can be disabled by toggling the Disable broadcast messages slider, once disabled a segment must be chosen for all campaigns before they are sent.

Require audience count on campaign approval

Off by default. This setting enforces an audience calculation at campaign approval step before a scheduled send so a final check can be made to see expected send numbers. (Numbers will always be calculated regardless of setting if SMS or Whatsapp are one of the selected channels for the campaign).

Require engagement category

By default, assigning an Engagement category to campaigns is optional. Enabling this slider will make it mandatory. This may be important to enforce any messaging limits set in your engagement categories.

Enable targeting application

By default, campaign messages are sent using all the available apps & sites that are available for user profiles selected for the campaign. This option allows campaign editors to choose to further target the campaign to specific apps. This can be useful if you have multiple brands in a single project, and want certain messages to only be displayed on specific apps.

Click Save to confirm any changes.

Engagement categories

Engagement categories can be applied to campaigns when they are created. Categories can be used to regulate how many messages a single user can receive.

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Example engagement categories

"Service messaging"—a category that can be used for important notifications must be sent no matter what other notifications have been sent.

"Marketing messaging"—a category that has limits of 1 notification per day, 3 per week and 12 per month for end-users.

"Sports news"—a category that limits the category to only send to users who are included in a Sports News Subscriber segment.

To create a new engagement category, click Create Category.

Name

Give your category a Name that makes it easy to identify what the category should be used for.

Allow sending to

You have the option to select one of your existing user segments and apply to the category or send to your whole user base (select Everybody from the drop dow menu). If you select a segment, only users in that segment will receive messages from campaigns if the engagement category is applied.

Ignore subscription

For urgent alerts, subscription status can be ignored and the campaign will be sent to users regardless of their subscription status (both subscribed and not subscribed users).

❗️

This should be used with extreme caution and in compliance with consumer data protection laws like GDPR.

Frequency capping

Limits can be applied optionally per day, week and/or month, and may also define a cooldown time before new messages are allowed to be sent.

The slider Limit per channel defines how the limits are counted. If counted per channel and the limit is set to three per day, that could be three SMS and three emails. If the Limit per channel slider is disabled and the limit is set to three per day, the limits are counted across all channels, so two SMS and one email would reach the limit.

No collapsing

Categories can also be used to prevent collapsing of Android, Chrome, and Firefox push notifications. By default, multiple push notifications originating from the same app or website will be displayed in a stack on the end-user device, e.g. collapsed. If you send a campaign using an engagement category that disables collapsing, those messages will be shown individually on the end-user device.

Cooldown

Cooldown defines how long after the limit has been reached can the end-user be contacted again.

Click Save to create your new category.

Global suppression conditions

Global suppression conditions supersede all other rules (engagement categories and campaign level segmentation) and when enabled, must be met. It allows you to exclude users based on their attributes.

For instance, if you want to exclude users who have deleted their account, and you are capturing this information by an attribute called account_deleted, you could configure global suppression conditions by adding a condition that account_deleted is not equal to true. This means that any recipients that have account_deleted with a value of true, or that don't have this attribute set won't receive campaigns.

If you want to also include users that don't have this attribute set in your campaigns, you would need to add another condition that the attribute is not set, joined with an OR condition. See screenshot:

Updated 22 days ago


Engagement rules & categories


Establish send limits for different message categories

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