Frequency Control: Scope, Setup and Examples - EngageLab MA
A user can enter an onboarding journey and a promotional journey at the same time. Each sequence may look reasonable on its own, yet their messages can overlap. EngageLab MA frequency control lets you set sending limits that apply across journeys. This guide explains the scope, configuration steps, and what to check when a message is blocked.
What Does Frequency Control Cover in EngageLab MA?
MA frequency control sets per-user limits for messages sent through Journeys. The Frequency Control page provides separate settings for App Push, Web Push, Email, WhatApp and SMS, with periods expressed by hour, day, or week.
Journeys are treated equally, and messages count in sending order. An onboarding journey does not automatically receive priority over a promotional journey.
| Sending route | What to check |
|---|---|
| Messages sent through MA Journeys | The applicable channel setting in MA Frequency Control. |
| Messages sent directly from a channel console or channel API | That sending route’s own controls. |
| Messages sent from another system | The controls applied by that system and its delivery provider. |
Review each route you use. A Journey limit should not be assumed to cover messages sent elsewhere. Also review the combined schedule across channels: an email limit alone cannot tell you how often a user will hear from your business overall.
How to Configure Frequency Control
The following setup uses Email. Work in a separate MA project with test data sources while validating the example.
Choose the project and prepare the channel. Identify journeys that may contact the same users and note the existing limits. For Email, check that the channel is enabled, the sending domain is verified, and the contact field maps to the users’ email addresses. Prepare a usable template. Complete any missing setup through the guide to configure the Email channel.
Open Frequency Control. In the selected MA project, find AI Engagement in the left sidebar and select Frequency Control, alongside User Journey.
Enable the channel and set its limit. Turn on Email Notification Frequency Control, enter the number of messages, and select the period. For the example below, use 2 and Per day. Configure other channels separately as needed.
Apply the settings and check them. Apply your updated settings, then reopen Frequency Control to verify the enabled channel, count, and period.
Validate with controlled accounts. Restrict journey entry to designated test users while retaining the relevant business eligibility conditions. These checks can send real messages, so use inboxes you control. Follow the guide to test your user journey when preparing the flow.
Example: One User in Two Journeys
Suppose one user enters two journeys in the same MA project: Journey A provides onboarding guidance, while Journey B sends a promotion. Both use Email, with an example limit of 2 messages per day.
Assume all three attempts fall within the same applicable counting window, the first two sends count toward the limit, and no other messages or restrictions affect this example.
| Attempt | Journey and message | Messages already counted | Frequency-control result |
|---|---|---|---|
| 1 | Journey A: getting-started email | 0 | Below the limit. |
| 2 | Journey B: promotional email | 1 | Below the limit; once counted, the total reaches 2. |
| 3 | Journey A: follow-up guidance | 2 | Blocked by the limit. |
The third message is affected even though Journey A has only sent one earlier email. This is why you should review overlapping journeys together.
Passing the frequency check does not establish delivery. Check the message’s sending result and the recipient’s inbox separately. The value of 2 is an illustration; choose your actual limit around the purpose of your messages, user expectations, and observed engagement.
What Happens When a Sending Limit Is Reached?
Once the applicable limit is reached, subsequent Journey messages subject to that limit are blocked. If your workflow depends on later delivery, confirm how a blocked message is handled before planning a resend.
When someone reports a missing message, work through these checks:
- Check eligibility. Confirm the intended user, journey, entry conditions, and channel. A user who never qualified for the journey needs a different investigation.
- Review the limit and overlapping journeys. Record the configured count and period, then check relevant sends from other journeys.
- Inspect sending records. In a started journey, open the statistics button at the top right of the relevant message component. Review Sending Records, matching the MessageID, Target ID, Message Status, and Sending Time to the test account.
- Check channel setup. For Email, revisit the contact-field mapping, recipient address, sender configuration, and template.
Message statuses reflect channel callbacks, and sending times are displayed in the organization’s time zone. A missing record alone is insufficient to identify frequency control as the cause. Use records alongside the configured rules and eligibility checks.
If the cause remains unclear, contact EngageLab support with the project, affected journeys, channel, configured limit, and observed times.
Frequency Control vs. Wait: Which Should You Use?
Use frequency control to limit message volume, Wait to space steps, and Time window to set permitted times.
| Control | Question it answers | Example |
|---|---|---|
| Frequency Control | How many Journey messages can be sent under this channel rule? | Set an Email count for the selected period. |
| Wait | How long should a user remain at this step before continuing? | Wait two hours before the next email step. |
| Time window | During which times may the user proceed to the message step? | Allow progression during selected weekday hours. |
On the canvas, Operation → Wait offers minutes, hours, days, and weeks. Connect it to the following message component; the interval starts when the user reaches the Wait node.
A delay does not guarantee available sending capacity. If Journey B uses the remaining Email allowance while a user waits in Journey A, A’s next email can still be blocked while that limit applies.
To set the interval between message steps, configure a Wait component
