Frequency Cap

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.)

Info Tip

Transactional campaigns (event triggers) will not be affected by the Frequency Cap and will still be received by all players without exception.

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.