Annoyance Level

Annoyance level is a rate-limiting mechanism. It restricts how many messages a contact can receive within a daily or weekly period.

It helps you:

• prevent message overload;
• reduce unsubscribes;
• lower the risk of messages being marked as spam.

Annoyance Level applies to Email and Mobile Push messages.

Use this feature if you:

• send messages frequently;
• run multiple segments or workflows;
• have contacts that can belong to several segments at the same time.

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Note

To control sending frequency across all channels globally, use Frequency Strategy and Subscription Categories.

Enable Annoyance level

1. Go to Settings → Laboratory and enable the Annoyance level toggle.

2. Expand the settings and define the limits.

Annoyance Level includes:

• a daily limit;
• a weekly limit.

The limit is calculated individually for each contact. Each message can have its own annoyance level limit based on its type and frequency. A message is sent only if the contact’s limit is not exceeded.

Reset Schedule

• The daily limit resets every day at 00:00 UTC.
• The weekly limit resets on Sunday at 23:59 UTC.

Assign Annoyance Level to Messages

1. Go to Messages → Messages and select the message type (Email or Mobile Push).

2. Open an existing message or create a new one.

Email

In the Message settings, go to the Annoyance Level section and set the value.

Mobile Push

In the Additional settings, enable Annoyance level and set the value.

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Important

If Email and Mobile Push tokens belong to different contact IDs, limits are calculated separately for each contact.

Example Configuration

An online store uses the following message types:

• Promo campaign — a trigger message sent if a customer has not visited the website for a week.
• New arrivals — a daily campaign about newly added products.
• Company news — a weekly campaign sent every Thursday.

Assigned Annoyance level values:

• Promo campaign — 3 points
• New arrivals — 1 point
• Company news — 2 points

Daily limit example

Daily limit: 4 points.

Assume today is Thursday, and the contact has already received:

• a promo campaign (3 points);
• a New arrivals message (1 point).

The total daily score: 4 points.

The Company news message will not be sent to this contact because the daily limit has been reached.

Weekly limit example

Weekly limit: 10 points.

If today is Thursday and the contact has already received messages worth 8 points, they can receive until the end of the week:

• one message with 2 points, or
• two messages with 1 point each.

When the weekly limit is exceeded, Reteno stops sending messages to this contact. In reports, such messages are marked with a non-delivery reason.

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Important

• Assign 0 points to critical messages so they do not affect the Annoyance level limits.
• If the daily or weekly limit is already exceeded, messages with 0 points are not sent.