Engagement rules & categories

Control 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.

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.

Send to

You have the option to select one of your existing user segments and apply to the category. Only users in the segment you choose will receive messages from campaigns if the engagement category is applied.

No limits

Enable this toggle if your category should not contain any limits on the number of messages a user can receive.

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.

Ignore subscription

For urgent alerts, subscription status can be ignored and the campaign will be sent to users who have opted-out from receiving messages.

❗️

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

Limits

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 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 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.

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.

Updated 2 months ago


Engagement rules & categories


Control send limits for different message categories

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