Global frequency capping

To prevent overwhelming your users with multiple messages from overlapping campaigns, use Global frequency capping. This feature limits the number of messages a user receives within a specific timeframe. Once the message limit is reached for a channel, no further messages will be sent until the period resets.

To control the number of messages sent to a user within a specific timeframe:

1. Go to Settings > Global frequency capping.

2. Toggle the switch on to enable frequency capping for desired channels.

3. Set the maximum number of messages per user for each channel and the corresponding time period.

For example, you can allow up to 4 push notifications and 2 emails in a 5-day period.

The maximum frequency capping period is 30 days.

When creating message elements in customer journeys, Global frequency capping settings are applied by default.

However, you have the option to customize how certain messages are handled by overriding the Global frequency capping settings. You can do the following:

• Ignore Global frequency capping. This will bypass all Global frequency capping rules, ensuring the message is always delivered regardless of the user’s message limits for the channel. The message will not count towards other messages’ delivery rates. This is ideal for critical messages that need to be delivered regardless of the general frequency limits.

• Use custom frequency capping. This option allows you to set a custom limit on the number of messages sent within a specified period. Here, define the number of messages (e.g., 5) and the time frame (e.g., 10 days) in which these messages can be sent.

Note: If Global frequency capping isn’t enabled, you’ll see a disabled indicator. To enable Global frequency capping, click on the Set up Global frequency capping link.

Imagine, you’re managing multiple marketing campaigns across push notifications, emails, and SMS. To prevent overwhelming your customers with too many messages, you decide to set up Global frequency capping and limit the number of messages each user can receive to 3 push notifications, 2 emails, and 1 SMS per user within 7 days.

Here are the steps to set it up:

1. Go to Settings - Global frequency capping
2. Toggle the switch on for push notifications, emails, and SMS
3. Specify the maximum number of messages a user can receive: 3 push notifications, 2 emails, and 1 SMS.
4. Specify the time period for 7 days.

If you want to make sure that important messages, such as payment confirmations, are always delivered immediately, regardless of any message limits, you can do so by selecting Ignore Global frequency capping in the message settings of the specific journeys where this is needed.

Examples of other critical messages can include security alerts, password reset requests, critical app updates, and more.

Let’s say you want to send a special offer push notification every time a user completes a specific in-app action. However, to avoid repeating the same message too often, you want to ensure this message is shown no more than once every 3 days, even though your Global frequency capping allows 3 push notifications per week.

Here’s how to configure that:

1. Set up a customer journey triggered by the user completing the target action.
2. Within the customer journey builder, go to the settings for the message element and select Use custom frequency capping.
3. Set the custom cap to 1 message every 3 days.

Important: Custom frequency capping does not isolate the message from Global frequency capping. All messages sent on the same channel, including those from other journeys or campaigns, are still counted toward the global cap. If the user has already received 3 push messages this week from other sources, this message may still be blocked, even if the custom capping would allow it.

A “day” in frequency capping is exactly 24 hours from the time a message is sent. For example, if a message is sent on January 12, 2024, at 01:00 AM, the capping period applies until January 11, 2024, at 01:00 AM.

Global capping applies to all messages sent from Pushwoosh, including:

• API-based messages
• Customer Journey messages
• One-time push notifications and emails
• In-app campaigns

The updated settings apply immediately. Pushwoosh checks the capping rules every time it attempts to send a message.

Future messages will no longer be limited by capping rules. However, messages that were previously blocked due to capping will not be sent retroactively.

All active campaigns — whether launched via API or through the Pushwoosh interface — will immediately follow the new capping rules.

The system will continue using the old capping settings for messages sent via the legacy Send Push form.

API messages will also be subject to global capping. If you want API messages to ignore capping, include the necessary parameters in the CreateMessage API request.