Frequency capping
EARLY ACCESSWhen multiple journeys run at the same time, a person may receive too many messages within a short period. This can reduce engagement. For example, end users may disable push notifications or unsubscribe from email.
Frequency capping lets you control the number of messages a person can receive during a defined time span by restricting the amount of communications they get. You configure capping rules in capping plans and apply those plans to journeys.
When a person reaches a messaging element in a journey included in an active capping plan, the platform checks:
- Whether the person still has available sends for the configured channel and time period.
- If multiple journeys are competing for the remaining sends, which journeys have higher priority.
If the person has remaining capacity and there are no pending sends from higher-priority journeys, the message is sent. If the limit has been reached, the message is capped.
Frequency capping page
The Frequency Capping tab lists all capping plans in your account. Access it from Automation Studio > Journeys > Frequency Capping.
| Column | Description |
|---|---|
| Name | The capping plan name. Select it to open the plan. |
| Created by | The user who created the plan and when. |
| Edited by | The user who last edited the plan and when. |
| Status | The current state of the plan. See Capping plan statuses below. |
| Journeys | The number of journeys included in the plan. |
| Capped | The number of messages currently held by the plan. |
Each row has a three-dot menu (⋮) with the following actions:
- Activate / Deactivate: Toggle the plan between Active and Inactive status.
- Duplicate: Create a copy of the plan.
- Delete: Permanently remove the plan.
By default, the list shows 20 plans per page. Use the items-per-page selector to change this. Navigate between pages using the page controls at the bottom right of the table.
Actions
- Create Capping Plan: Opens the capping plan editor to create a new plan.
- Search: Find a plan by name.
Capping plan statuses
| Status | Description |
|---|---|
| Draft | The plan has been created but not yet activated. Rules and journeys can still be edited freely. |
| Inactive | The plan exists but is not currently enforcing limits. |
| Active | The plan is active and enforcing message limits across the included journeys. |
You can toggle between Inactive and Active using the status toggle at the top of the capping plan page.
Create a frequency capping plan
A frequency capping plan consists of three parts. Configure them in order.
Add journeys
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Go to Automation Studio > Journeys > Frequency Capping.
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Select Create Capping Plan.
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Enter a name for the plan.
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In the Journey priority section, select Add Journey. A side panel opens with a list of available journeys. Each journey shows its name, status, and when it was last edited. Use Search by name to find a specific journey.
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Select the journeys to include and select Save.
IMPORTANTJourneys that are not available for selection may contain a throttling element (such as a delivery time window or send-time optimization) or they are already included in a different capping plan.
The plan is created in Inactive status. Next, set capping rules for the plan.
A plan must include at least one journey before it can be activated. A journey can belong to only one capping plan at a time.
Set capping rules
Rules define the maximum number of messages that can be sent per channel within a defined time period. Each rule applies to a specific channel, or a single rule can apply to all channels.
- Create one rule per channel.
- Create rules for multiple channels.
- Apply a single rule to all channels.
- Open the capping plan you want to edit.
- In the Frequency capping rules section, select Create Rule.
- Configure the rule:
- Channel: Select a channel from the dropdown. A channel must be selected for the rule to be valid.
- Message count: Enter the maximum number of messages.
- Time period: Select Hour, Day, Week, or Month.
- To remove a rule, select the X button next to it.
- Select Save to apply changes.
Prioritization
After adding journeys and setting rules, set the priority order.
Journeys are processed from highest priority (top) to lowest (bottom). If multiple journeys attempt to send messages when remaining capacity is limited, higher-priority journeys are evaluated first. To change priority, drag and drop journeys into the required order.
You can edit a plan while it is in Draft status. To start enforcing limits, set the plan to Active.
When a plan is active, the platform evaluates capping rules each time a person reaches a messaging element in an included journey.
- If the person is under the configured limit, the message is sent (subject to priority).
- If the person has reached the limit, the message is capped.
If you set a plan to inactive, a dialog shows how many messages were capped and prompts you to either send or delete them.
Edit a frequency capping plan
You can edit a capping plan from the Frequency Capping page.
If you edit an active plan and select Save, a dialog prompts you to choose what to do with messages that were already capped.
- Send the capped messages.
- Delete the capped messages.
Delete a frequency capping plan
You can delete a capping plan from the Frequency Capping page.
When deleting a plan, if any journeys in the plan have capped (unsent) messages, a dialog prompts you to choose.
- Send all capped messages.
- Delete the plan without sending them.