Frequency Management limits the number of emails a contact can receive.

Motiva defaults to limiting emails to no more than once every 5 days for every contact within your organization's Eloqua instance.

You can change this value for your entire organization from the Frequency screen. The setting looks like this:


For example, say you changed the Frequency Management setting from the default of 5 days down to one day, and you’re running a Motiva campaign 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 campaign step) will not receive an 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 another email through Motiva, since the one day threshold has passed. They will be scheduled with the outgoing batches that day.

Override the Frequency Managment Check

You can also override Frequency Management check for a single campaign step. There is checkbox on the configuration screen for both Motiva Message Testing AI and Motiva Send Time AI to turn on the override.

 Please note: Motiva Frequency Management only applies to campaigns that use either Motiva Message Testing AI or Motiva Send Time AI. But you can safely replace any current Eloqua send step with a Motiva AI step.


Failed Frequency Management Check

When a contact fails the Frequency Management (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 if the optimizer is configured for Bulk or Drip:

  1. With Bulk optimizers, Motiva will keep trying to send to contacts that failed the FM check until the Stop date.
  2. With Drip optimizers, Motiva will keep trying to send to contacts that failed the FM check until the campaign is deactivated.

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 Error status:

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:

If you have any questions about how to use Frequency Management in Motiva AI, please don't hesitate to reach out.

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