# Frequency Cap
The **Frequency Cap** feature allows the operator to set a maximum limit on how many monthly, weekly or daily messages a customer can get per communication channel.
**Frequency Cap Library**
The **Frequency Cap** section will display the **Library** of created caps. On the top right, it displays the **Add Frequency Cap** button. Regarding the already-created caps, the information displayed is the following:
* **Channel**: Displays the channel for the cap.
* **Limit:** Displays the total messages for the limit.
* **Period:** Displays the period for the limit (month, week or day).
* **Options**: Displays the options to edit the created cap or to delete it.
### **Creating a Frequency Cap**
To **Create a Frequency Cap** click on the **Add Frequency Cap** button. This will display a creation modal where the **Channel** (Email or SMS) is selected. Then, the **Period** (Day, Week or Month) is selected, and at the end, the **Limit Input** field must be filled with the desired Limit.
The system will display a small descriptive text explaining what the selected configuration will do.
For example: The operator selects the Channel as Email, the Period per Day and the Limit as 15. The description will say: **Customers can receive up to 15 Email Per Day**.
### **Frequency Cap Implications**
Under the **Analytics** section, you can view what the impact is on a specific Campaign using the existing Frequency Caps. To view, go to **Analytics**, then click on **View**, under Details.
Once inside the **Campaign Details**, under the chosen Channel (Email or SMS), an option named **Others** will appear; this section will display the **Frequency Cap %** (percentage of messages that could not deliver due to the Frequency Cap.)
{% hint style="info" %}
Info Tip
Transactional campaigns (event triggers) will not be affected by the Frequency Cap and will still be received by all players without exception.
{% endhint %}
### **Frequency Cap Check During Sendouts**
When a campaign is launched, the **Frequency Cap Limit** is checked after the segmentation process has been compiled. In other words, when the CRM knows which players are included in the segment, those players are then checked against the Frequency Cap Limits to determine who needs to be excluded.
For example: There is a Cap of 2 SMS max per day and there are 3 campaigns scheduled at the same time; supposing Campaign A takes 1 minute to process, Campaign B 3 minutes to process, and Campaign C takes 7 minutes to process, then Campaign C will not be sent out to players who reach the Cap.
Additionally, the **delivery response from third party providers** could impact the Frequency Cap when many campaigns are scheduled for similar times.
Using the same example above: While Campaign B is being sent, perhaps the SMS provider might be delayed in returning all the successful delivery responses for each message to the CRM. If so, as Campaign C is going to be sent, but the messages from Campaign B are still in progress and do not yet count towards the Frequency Cap, this will cause Campaign C to be sent out to some potentially ineligible players.
The CRM can only count messages towards the Frequency Cap if the messages have been successfully delivered, because there may be messages that can be undelivered messages, bounced messages, or any other type of error messages that do not count towards the limits.
For this reason, it is recommended to schedule campaigns that may be targeting similar players, with at least a few minutes difference between them.
## Frequency Capping & Campaign Exemptions
### 1. Overview
To protect player experience and prevent communications fatigue, Gamanza Engage utilizes a global Frequency Cap engine. This engine restricts the maximum number of outbound automated communications (such as real-time push notifications, webhooks, or SMS) a **single player can receive within a predefined rolling window.**
### 2. Client FAQ
Question: *Is the frequency cap applied globally across all journeys, or can it be set per journey/campaign?*
Answer: The Frequency Cap feature in Gamanza Engage operates globally across all active real-time journeys and campaigns. Currently, the platform does not feature a native UI toggle or engine configuration to set custom frequency caps per campaign or to completely bypass the cap on a per-journey basis.
### 3. Platform Limitations & System Behavior
When multiple journeys or multi-step campaigns compete for a player's engagement pool simultaneously, the engine relies strictly on the global cap.
* **Global Enforcement:** Once a player hits their message limit for the designated rolling time frame (e.g., max 3 communications per 24 hours), the real-time engine will systematically drop or queue any subsequent messages triggered by other running journeys.
* **No Native Overrides:** Operators cannot mark an individual campaign as "Cap-Exempt" within the CRM campaign configuration panel.
* **Competition and Priority:** When multiple journeys are triggered simultaneously by user events, messages are processed on a first-in, first-out (FIFO) basis based on the event timestamp received by Gamanza's API, rather than a campaign-level priority rating.
### 4. Operational Workarounds (Handling Critical & Compliance Journeys)
Because critical retention, regulatory compliance, or transactional updates (e.g., responsible gaming limits, mandatory account verifications) cannot be automatically flagged to bypass the global cap, operators must employ the following platform workarounds to ensure delivery:
#### Workaround A: Decouple Compliance from the Marketing Loop
* Action: Do not use Gamanza Engage CRM Journeys to fire regulatory or system-critical compliance messages.
* Best Practice: Route critical transactional messages (like password resets or legal compliance notices) directly through your Core PAM (Player Account Management) platform or a direct transactional transactional gateway (e.g., Twilio, SendGrid) outside of Gamanza's marketing event streams. This ensures they are never subjected to marketing frequency restrictions.
#### Workaround B: Segmentation Exclusion Filters
If a retention campaign is highly critical and must be run via Gamanza Engage, you can manually minimize cap competition by filtering your entry audiences:
1. Navigate to CRM → Journeys and select your active marketing campaigns.
2. Utilize the Segment Builder to create exclusionary logic. For instance, exclude players who have already transitioned into a "High Communication State" or received specified tags within the last 24 hours.
3. By narrowing down the entry criteria of less critical campaigns, you preserve the player's global frequency cap space for your high-priority retention journeys.
---
# Agent Instructions: Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.
Perform an HTTP GET request on the current page URL with the `ask` query parameter:
```
GET https://resources.gamanzaengage.com/crm/frequency-cap.md?ask=
```
The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.