Use frequency control settings to ensure that a contact doesn't receive too many emails within a specific period.
You can set the maximum number of messages a contact receives in a specific period, and then set the period in days. The maximum number of days is 31. It is based on a 24-hour time stamp interval.
Note: Acoustic Campaign must initially enable this feature for you. Contact your account manager for further details about this feature.
To see these settings, go to Settings > Administration > Organization Settings > Frequency Control.
Behavior for frequency control settings and exceptions
When the user clicks Send, Acoustic Campaign looks for reasons that a send to a particular email address might need suppression. The following are reasons why an email can be suppressed.
- The contact opted out.
- The contact is on the master suppression list.
- The send maximum been reached according to frequency control.
After the email is sent, Acoustic Campaign updates who the email was sent to.
If a delay between the user's click and the actual send occurs, frequency control can get thrown off. This happens in the following various situations:
- Long sends
- Scheduled sends
- Sends with STO (updates in real time)
- Multiple sends in flight
- Sends with pre-blocking selected
For example, you set up an immediate send to a large group of people with much dynamic content. The time between when Campaign prepares the send and when the send leaves might be lengthy for any number of reasons. During the preparation, Campaign evaluates frequency control rules (along with other suppression reasons). Sometime later, the send leaves Campaign and the send is added to the frequency control count.
If you send several emails with similar delays, frequency control can get off track. The same happens when there are multiple emails in flight, when users schedule sends for a time in the future, and for Sends with STO enabled.
A contact in an Acoustic Campaign database for ACME Chocolate Company, is named Shirley Temple. Shirley signed up for various chocolate notifications and emails. Shirley signed up for newsletters for dark chocolate, milk chocolate, mint chocolate, Swiss chocolate, and hot chocolate. That's five newsletters. At the same time, ACME Chocolate has Campaign's frequency control set up tightly - only three emails can be sent to any one contact over the span of five days.
Below is an example of what certain sends can do with frequency control.
|Monday||Dark Chocolate||Monday, 7-day STO||Wednesday||0/3||On Monday, the dark chocolate newsletter is scheduled, with 7-day STO active. Shirley's STO setting means that she gets the newsletter on Wednesday. There is no frequency suppression yet, and this does not yet count as any of Shirley's sends because she hasn't been sent to yet.|
|Monday||Milk Chocolate||Monday send Tuesday||Tuesday||0/3||On Monday, the milk chocolate newsletter gets scheduled to go out on Tuesday. There is no frequency suppression, and this does not yet count as any of Shirley's sends because emails were not sent yet.|
|Monday||Swiss Chocolate||Monday, 7-day STO||Wednesday||0/3||On Monday, the Swiss chocolate newsletter gets scheduled, with 7-day STO active. Shirley's STO setting means she gets the newsletter on Wednesday. There is no frequency suppression yet, and this does not yet count as any of Shirley's sends because she hasn't been sent to yet.|
|Tuesday||Mint Chocolate||Send immediately||Tuesday||1/3||On Tuesday, the mint chocolate newsletter gets sent immediately. There is no frequency suppression yet, this counts as the first of three allowable send within five days.|
|Tuesday||Milk Chocolate||Monday send Tuesday||Tuesday||2/3||On Tuesday, the milk chocolate newsletter that was scheduled on Monday gets sent. There is no frequency suppression yet, this counts as the second of three allowable send within five days.|
|Wednesday||Dark Chocolate||Monday, 7-day STO||Wednesday||3/3||On Wednesday, the dark chocolate and Swiss chocolate newsletters that were scheduled with 7-day STO get sent to Shirley. One might expect the first one to get sent and the second one to get suppressed since that is send number three and four of the three allowable sends. However, since both were set up on Monday before the first and second sends were on the books, both go out.|
|Wednesday||Swiss Chocolate||Monday, 7-day STO||Wednesday||4/3||Shirley officially received four emails from ACME Chocolate, even though only three were sent during this time frame.|