Max # Packages rule

Use the Max # Packages rule to prevent contact fatigue. Define the maximum number of packages or interruptions that any customer receives over a particular time period.

By managing contact fatigue, you can avoid possible opt-outs or customer backlash. Multiple instances of this rule can be used to construct a contact strategy that ensures spacing of communications, without over inundating your customers or prospects with too many messages. In Campaign, packages are all contacts that are made to the same audience entity in the same contact process in the same flowchart run. Packages represent interruptions. Configure contact processes in Campaign to adhere to this definition if you use contact fatigue rules in Contact Optimization.

You can define the Max # Packages rule for a particular channel. You might also limit the scope of your rule to a segment.

Use this rule to help manage a contact strategy to prevent contact fatigue by controlling the number of "interruptions" or packages that are sent to each customer. It is an important rule that can prevent over-communicating with your customers. For example, you can define a rule to limit the maximum number of packages that are sent to high-value customers to 3 over any 30-day period.

Note: Packages are defined in Campaign. All offers sent to the same customer through the same contact process are considered a single "package" delivered on the same channel at the same time. For example, a package represents multiple coupons in a coupon book or multiple offers within the same email. Flowcharts that are created in Campaign must adhere to this practice. That is, separate contact processes must be used for communications on different channels or for offers given to the same individual at different points in time. Conversely, if multiple offers are delivered in a single "package" to a recipient, those offers must all be assigned within the same contact process.