When sending a customer survey or mailing, how can we restrict the number of surveys that can be sent in a given time frame?
Outreach, Feedback, Audiences
In Feedback and Outreach: When you configure the survey or mailing, you can limit both the frequency and recency of when the recipient last received a survey or mailing.
Note: Only staff whose profile have the Modify Frequency Setting and Modify Recency Setting enabled can modify these settings in the survey. These options are located on the Feedback tab of the staff profile as well as on the Outreach tab of the profile.
To modify the frequency or recency setting, open the survey or mailing for editing and click the Audiences tab:
- Limit frequency of communication: Enable this checkbox to limit how many surveys and mailings can be received within a set number of days. With the check box enabled, set the two integer fields to indicate the maximum number of surveys that can be received in the indicated number of days.
- Limit recency of communication: Enable this checkbox to prevent surveys from being sent if the contact has received a survey or mailing within a set number of days. With the check box enabled, set the integer field to specify how many days must pass before another survey or mailing can be sent.
When finished, save the survey or mailing.
Important Consideration: When a mailing or survey is launched, it will not be sent to any contacts who have received the maximum number of communications (all total, mailings and surveys) within the designated time period.
See Answer ID 2368: Setting default values for recency and mailing limits for information on setting default values.
For additional information, refer to the 'Frequency and recency limits' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.