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Frequency Capping & Delivery Window for WhatsApp

Frequency capping allows you to control how often users receive WhatsApp messages from your campaigns. This helps prevent message fatigue, reduce user annoyance, and maintain best practice standards for communication frequency.

You can configure frequency limits on two levels:

  • Global Frequency Cap – applies across all active WhatsApp campaigns.

  • Local Frequency Cap – specific to each campaign.

Warning:
The frequency capping feature limits the number of WhatsApp messages sent to users based on their phone number, not per profile.
If a customer profile has multiple phone numbers associated with it, each number is treated separately and will have its own frequency cap applied.

Global Frequency Cap

The global cap limits how many WhatsApp messages a user can receive across all active campaigns within a selected time frame.

You can find and adjust the global limit in the WhatsApp campaign overview screen:

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  • Click the expand arrow to reveal settings.

  • Set the number of messages allowed per:

    • Hour (e.g., 1 per 6 hours)

    • Day (e.g., 2 per day)

  • Save your changes to apply them across all campaigns.

By default, the limit is 1 message per 1 day.

Conflict Notification

If your updated global cap conflicts with local caps already set in active campaigns (i.e., local caps are stricter), a modal will appear listing those campaigns.

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You can choose to:

  • Adjust those local caps

  • Leave them unchanged

If left unchanged, affected campaigns will display a warning icon (⚠️) in the campaign list. This doesn't block functionality — it's only a visual alert.

Local Frequency Cap

Every WhatsApp campaign includes a Local Frequency Cap, configurable in the Activation tab.

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This limit controls how often users can receive messages from that specific campaign. By default, it inherits the global setting.

You can:

  • Tighten the cap (e.g., 1 message per 3 days)

  • Relax the cap (e.g., 2 per day)

If the local cap is stricter than the global one, it overrides the global cap — and the campaign will display a warning icon (⚠️) for visibility.

Ignore Global Frequency Cap

If needed, you can completely bypass the global frequency rules for a particular WhatsApp campaign.

To do this:

  • Go to the campaign’s Activation tab.

  • Enable the "Ignore global frequency cap" checkbox.

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When enabled:

  • The campaign is not restricted by the global limit.

  • It displays a lightning bolt icon (⚡) in the campaign list.

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  • Messages from this campaign do not count toward the global message limit.

Only use this option for critical, transactional, or time-sensitive messages (e.g., OTPs or service alerts).

Delivery Window

In addition to frequency limits, you can define a Delivery Window — a time range when WhatsApp messages can be sent to users.

You’ll find this setting in the Global Frequency Cap section:

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  • Toggle the delivery window On or Off.

  • Choose the days of the week messages can be delivered (e.g., weekdays only).

  • Set a time range for sending messages (e.g., 09:00 to 18:00).

  • Select your local timezone (e.g., Prague GMT+2).

Messages that fall outside the defined window will be delayed and delivered in the next available time slot.

This ensures your users receive messages only at suitable times, improving engagement and reducing opt-outs.

Remember: If you update the delivery window after a campaign has already been scheduled or sent, the message will still respect the delivery window settings active at the time of scheduling. This ensures consistent delivery logic and prevents unexpected timing changes.

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