Delivery Controls
Delivery Controls in Sortment allow businesses to regulate when and how often users receive messages, ensuring that users are not overwhelmed by communications or disturbed at inappropriate times. There are two critical functionalities to enhance user experience and manage message flow: Quiet Hours and Frequency Capping.
Quiet Hours
Quiet Hours lets you specify a time period during which no messages of any type (e.g., email, SMS, push notifications) are sent to your users. This ensures that users are not disturbed during specific hours, like late at night or early in the morning. These are set based on the workspace timezone.
How it Works
During the configured quiet hours, no messages will be sent to users.
After quiet hours end, any scheduled messages that fall within that time window will resume.
Setup Steps
In Workspace Settings, go to the Delivery Controls.
In the Quiet Hours section, click on the Edit button.
Set the start and end time for quiet hours by selecting the desired time range (e.g., from 21:00 to 05:30).
Save the configuration.
Frequency Capping
Frequency Capping allows limiting the number of messages that are sent to each user within a specified timeframe in a workspace. This ensures that users are not bombarded with too many communications in a short span, improving engagement rates and preventing unsubscribes due to communication overload. The limit can be set at omnichannel communications or channel specific.
How it Works
The system tracks how many messages of the defined type have been sent to a user within the specified time period.
Once the cap is reached (e.g., 3 emails in 7 days), no further messages of that type will be sent to the user until the time period resets.
Setup Steps
In Workspace Settings, go to the Delivery Controls.
In the Frequency Capping section, click on the Edit button.
Specify the maximum number of messages (e.g., "Send no more than 3 emails").
Select the type of messages to cap (e.g., emails, push notifications, SMS, any type).
Define the time period (e.g., every 7 days).
Save the configuration.
Best Practices
Quiet Hours: Always align quiet hours with your audience’s behavior and preferences to avoid disturbing them during sensitive times (e.g., early mornings or late nights).
Frequency Capping: Use frequency capping to manage communications effectively. For example, segment users by engagement levels to send fewer messages to less engaged users and more to active ones.
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