The Max # Packages rule

The Max # Packages rule allows you to prevent contact fatigue and possible opt-outs or customer backlash by defining the maximum number of packages or interruptions that any customer receives over a particular time period. Multiple instances of this rule can be used to construct a contact strategy that ensures proper spacing of communications, without over inundating your customers or prospects with too many messages. Packages are defined in Campaign as all contacts made to the same audience entity in the same contact process in the same flowchart run. Packages represent interruptions and contact processes in Campaign should be configured to adhere to this definition if contact fatigue rules will be used in Optimize.

You can define the Max # Packages rule for a particular channel. You may 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 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 sent to high-value customers to 3 over any 30-day period.

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Packages are defined in Campaign. All offers sent to the same customer via the same contact process are considered a single “package” delivered on the same channel at the same time. For example, this could represent multiple coupons in a coupon book or multiple offers within the same email. It is important that flowcharts created in Campaign 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 will be delivered in a single "package" to a recipient, those offers must all be assigned within the same contact process.
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