Frequency Management (FM) limits the number of emails a contact can receive. Motiva defaults to limiting emails to no more one per day for every contact within your organization's Eloqua instance.
You can change this setting for your entire organization from the Frequency screen. The setting looks like this:
For example, say you're FM is still set to the default of one email per day, and you’re running a Motiva optimizer step for two days.
On the first day, any of your contacts who received an email through Motiva in the past day (from a different optimizer step) will not receive the email. The number of contacts skipped will appear in the Time Windows tab, under Schedule.
On the second day, those skipped contacts will once again be eligible to receive an email through Motiva, since the one day threshold has passed. They will be scheduled with the outgoing batches that day.
Override the Frequency Management Check
You can also override the FM check for a single campaign step. All Motiva AI components have a checkbox on the configuration screen to turn on the override.
Please note: Motiva FM only applies to emails sent by Motiva AI optimizers, but you can safely replace any Eloqua email step with either Motiva Message Testing AI, Motiva Send Time AI, or Motiva Simple AI steps.
Failed Frequency Management Check
When a contact fails the FM check, because they've already been sent an email by Motiva within the configured time frame, Motiva will not send them an email at that point.
Motiva will keep trying to send the email, but it works a little differently depending on which type of Motiva optimizer being used:
(1) Motiva without an End Date - If the Motiva step does not have an end date, frequency management will check indefinitely if a contact has available send budget until the campaign is deactivated.
(2) Motiva with an End Date - If the Motiva step does have an end date (either for Message Testing AI or Send Time AI), it will check for two weeks or until the end date, whichever is sooner.
When Motiva finally gives up trying to send to a contact, that contact will be set to
Error status in the Motiva AI step, and it will show up in the error count on the Eloqua canvas. Here's an example where there are four contacts in
Motiva AI components can also be configured to route contacts with errors to a target step on the canvas. Here's an example of routing contacts with errors to a shared list:
You can also use Motiva's Email Priority feature in conjunction with Frequency Management to ensure your most important emails always get sent.
If you have any questions about how to use Frequency Management in Motiva AI, please don't hesitate to reach out.