Frequency policy

Frequency policies control the number of campaigns customers get within specific time periods. This prevents message overload by setting intelligent limits based on customer engagement levels.

These policies work across all channels (email, SMS, push notifications) and help you balance staying connected with customers while avoiding email fatigue. Less engaged customers get fewer messages to prevent unsubscribes, while engaged customers can get more frequent communication.

Set up frequency policies

Bloomreach Engagement includes a "Smart newsletter policy" that works right away. You can also create custom policies or change existing ones.

To create a frequency policy:

1. Go to Settings > Project settings.
2. Under Campaigns, go to Privacy management > Frequency policy.

How frequency policies work

What's in a policy

Each policy has:

• Unique ID: The system uses this internally (shows as campaign_policy in campaign events).
• Display name: What you see in the interface.
• Segments: Customer groups with specific frequency rules.

Apply policies to campaigns

When you apply a policy to campaigns, all campaigns using that policy share the same limits.

Example: Your policy allows 2 campaigns per day maximum. If 3 campaigns trigger for the same customer on one day, only the first 2 send. The system blocks the third one based on when each campaign triggers.

Campaigns with different frequency policies don't affect each other's limits.

Control all channels together

One frequency policy covers all marketing channels:

• Email
• SMS
• Push notifications
• Webhooks.

To manage channels separately, create different policies for each channel.

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Note

Only marketing emails count towards email action type.

Create customer segments

Segment basics

Segments define how the policy treats different customer groups. You can create rules based on customer behavior and engagement.

Simple setup: Use one segment that includes all customers with the same rules.

Advanced setup: Create multiple segments with different rules:

• High-engagement customers: Allow multiple emails per week.
• Low-engagement customers: Limit to one email per week.

Segment rules

• Maximum 12 segments per policy.
• Final segment must catch everyone not matched by earlier segments.

Set message limits

Create limits

Set the maximum messages per customer within specific time periods. Each limit needs:

• Number limit: How many messages.
• Time period: How long.

Example: "3 messages per 7 days"

Choose time periods

Pick from 6 options:

• Minutes
• Hours
• Days (24-hour periods)
• Weeks (7-day periods)
• Months
• Years

How time periods work

Time periods count backward from right now. If it's 3:00 PM and you set "last 1 day," the system looks at the previous 24 hours (3:00 PM yesterday to 3:00 PM today), not just today.

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Tip

Use hours instead of days for more precise control over specific time ranges.

Configure rules

• Up to 4 rules per segment: When any rule is met, the system stops sending messages.
• Block all messages: Set "0 per any duration" to stop all communication for a segment.
• No limits: Leave constraints empty to allow unlimited messages.

Use the smart newsletter policy

Our email experts and data scientists built this ready-to-use policy for newsletters. It automatically:

• Limits emails to inactive and less engaged customers.
• Keeps normal frequency for customers who recently visited your website.
• Finds highly engaged subscribers (those who open most emails) and lets them get one extra email per day.

This policy balances engagement with deliverability. Your most active customers stay engaged while protecting your sender reputation with less active subscribers.