Posted: 7 Feb 2021 6:32 EST Last activity: 18 Mar 2021 8:11 EDT
Channel-Specific Contact Policies
When a contact policy is configured for a specific channel, the suppression appears to apply across all channels. Is this intentional?
For example, our client only wants to send acquisition actions by email once every 7 days, but they still want customers to be able to see acquisition actions on the web, regardless of whether they have received one by email.
I've defined the following contact policy and applied it across all groups in the acquisition issue:
Track Pending for all actions in the issue over the past 7 days. If there are 1 Pending for Email treatments, suppress the action for 7 days.
This contact policy appears to be suppressing actions in the web channel as well as email.
This behavior is intentional as Contact policy suppressions are intended to prevent overexposure of a particular action or group of actions, which would apply across all channels. If they want to restrict outbound emails you should consider setting the Outbound limits (ie 1 email per week).
Also note that your Contact policy will track counts across all actions in the group and not just the individual action. Make sure that's intentional. "Track Pending for all actions" vs "Track Pending for the action"