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Campaign FAQs

How do you create a multichannel campaign?

Multichannel campaigns can be created by selecting Create Campaign and then Multichannel Campaign within the dashboard. Once in a multichannel campaign, select Add Messaging Channel within the compose tab to add your desired channels. Clicking on the channel icons that appear will allow you to toggle through different messaging composers as you build your campaign copy for the different channels.

What are some ways I can start testing and optimizing campaigns?

Multivariate campaigns and running Canvases with multiple variants are a great way to start! For example, you can run a multivariate campaign to test out one message that has different copies or subject lines. Canvases with multiple variants are helpful for tsting entire workflows.

Why is there a difference between the number of unique recipients and the number of sends for a given campaign or Canvas?

One potential explanation for this difference could be due to the campaign or Canvas having re-eligibility turned on. By having this on, users who qualify for the segment and delivery settings will be able to receive the message more than once. If re-eligibility is not turned on, then the probable explanation for the difference between sends and unique recipients may be due to users having multiple devices, across platforms, associated with their profiles.

For example, should you have a Canvas that has both iOS and web push notifications, a given user with both mobile and desktop devices could receive more than one message.

Why does my campaign have a smaller reachable user base than the segment that I’m using for the campaign?

If you have a Global Control Group set up, this will prevent a percentage of your reachable audience from receiving campaigns. This means that the number of reachable users for your segment can sometimes be larger than the number of reachable users for your campaign, even if the campaign is using that same segment.

What does local time zone delivery offer?

Local time zone delivery allows you to deliver messaging campaigns to a segment based on a user’s individual time zone. Without local time zone delivery, campaigns will be scheduled based on your company’s time zone settings in Braze.

For example, a London-based company sending a campaign at 12pm will reach users on the west coast of America at 4am. If your app is only available in certain countries, this may not be a risk for you, otherwise, we highly recommend avoiding sending early morning push notifications to your user base!

How does Braze recognize a user’s time zone?

Braze will automatically determine a user’s time zone from their device. This ensures time zone accuracy and full coverage of your users. Users created through the User API or otherwise without a time zone will have your company’s time zone as their default time zone until they are recognized in your app by the SDK.

You can check your company’s time zone in your company settings on the dashboard.

How do I schedule a local time zone campaign?

When scheduling a campaign, you need to choose to send it at a designated time, and then check Send campaign to users in their local time zone.

Braze highly recommends that all local time zone campaigns are scheduled 24 hours in advance. Since such a campaign needs to send over the course of an entire day, scheduling them 24 hours in advance ensures that your message will reach your entire segment. However, you can schedule these campaigns less than 24 hours in advance if necessary. Keep in mind that Braze will not send messages to any users that have missed the send time by more than 1 hour.

For example, if it is 1pm and you schedule a local time zone campaign for 3pm, then the campaign will immediately send to all users whose local time is 3-4pm, but not to users whose local time is 5pm. In addition, the send time you choose for your campaign needs to have not yet occurred in your company’s time zone.

Editing a local time zone campaign that is scheduled less than 24 hours in advance will not alter the message’s schedule. If you decide to edit a local time zone campaign to send at a later time (for instance, 7pm instead of 6pm), users who were in the targeted segment when the original send time was chosen will still receive the message at the original time (6pm). If you edit a local time zone to send at an earlier time (for instance, 4pm instead of 5pm), then the campaign will still send to all segment members at the original time (5pm).

If you have allowed users to become re-eligible for the campaign, then they will receive it again at the original time (5pm). For all subsequent occurrences of your campaign, however, your messages only send at your updated time.

When do changes to local time zone campaigns take effect?

Target segments for local time zone campaigns should include at least a 48-hour window for any time-based filters to guarantee delivery to the entire segment. For example, consider a segment targeting users on their second day with the following filters:

  • First used app more than 1 day ago
  • First used app less than 2 days ago

Local time zone delivery may miss users in this segment based on the delivery time and the users’ local time zone. This is because a user can leave the segment by the time their time zone triggers delivery.

What changes can I make to scheduled campaigns ahead of launch?

When the campaign is scheduled, edits to anything other than the message composition need to be made before we enqueue the messages to send. As per all campaigns, you can’t edit conversion events after it is launched.

What is the “safe zone” before messages on a scheduled campaign are enqueued?

  • One-time scheduled campaigns can be edited up until the scheduled send time.
  • Recurring scheduled campaigns can be edited up until the scheduled send time.
  • Local Send Time campaigns can be edited up to 24 hours prior to the scheduled send time.
  • Optimal Send Time campaigns can be edited up to 24 hours prior to the day the campaign is scheduled to send on.

What if I make an edit within the “safe zone”?

Changing the send time on campaigns within this time can lead to undesired behavior, for example:

  • Braze will not send messages to any users that have missed the send time by more than one hour.
  • Pre-enqueued messages may still send at the originally enqueued time, rather than the adjusted time.

What should I do if the “safe zone” has already passed?

To ensure campaigns operate as desired, we recommend stopping the current campaign (this will abort any enqueued messages). You can then duplicate the campaign, making the changes as necessary and launch the new campaign. You may need to exclude users from this campaign who have already received the first campaign.

Make sure to re-adjust campaign schedule times to allow for time zone sending.

When does Braze evaluate users for local time zone delivery?

For local time zone delivery, Braze evaluates users for their entry eligibility during these two instances:

  • At Samoa time (UTC+13) of the scheduled day
  • At local time of the scheduled day

In order for a user to be eligible for entry, the must must be eligible for both checks. For example, if a Canvas is scheduled to launch on August 7, 2021 at 2pm local time zone, then targeting a user located in New York would require the following checks for eligibility:

  • New York on August 6, 2021 at 9pm
  • New York on August 7, 2021 at 2pm

Note that the user needs to be in the segment for 24 hours prior to the launch. If the user is not eligible in the first check, then Braze will not attempt the second check.

Why does the number of users entering a campaign not match the expected number?

The number of users entering a campaign may differ from your expected number because of how audiences and triggers are evaluated. In Braze, an audience is evaluated before the trigger (unless using a change in attribute trigger). This will cause users to drop out of the campaign if not initially part of your selected audience before any trigger actions are evaluated.

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