Smart Sending: SmartyTap docs

Smart Sending keeps you from sending one customer too many messages in a short time. When a campaign message goes out, SmartyTap skips anyone who already got a message on the same channel from another campaign recently:

Email: 16 hours. Anyone who got an email from another campaign in the last 16 hours won't get this one.
SMS: 24 hours. Anyone who got a text from another campaign in the last 24 hours won't get this one.

The windows are fixed per channel. Fewer back-to-back messages mean fewer unsubscribes and spam complaints.

Turn it on or off for a message

Open the message

In SmartyTap > Campaigns > All campaigns, open the campaign and click an email or SMS message card.

Find Smart Sending

On the Message tab, find the Smart Sending section.

Choose

Leave Skip people who recently got a message checked (it's on by default for new messages), or clear it for a time-sensitive message, like a last-hours sale reminder.

If you turn it off for a text, the review before launch warns you that people who got a text from another campaign in the last 24 hours will get this one too, with a Turn on Smart Sending button.

What counts as a recent message

Same channel only. A recent email doesn't hold back a text, and a recent text doesn't hold back an email.
Other campaigns only. Messages from the same campaign never count, so your planned follow-ups (say, an email and then a reminder text) always go out.
Marketing only. Transactional messages, like order updates, don't count and are never skipped.
Checked when each message sends, not when you schedule it, so it reflects what each customer really received.

See who was skipped

The recipient estimate before launch can't know who will be skipped, because Smart Sending checks at send time. The text cost review says so: "People are checked again when each text is sent and Smart Sending can skip some, so you may send fewer texts than this." After the campaign sends, its performance panel shows Skipped by Smart Sending.

Skipped texts cost nothing

You pay for texts that go out (2¢ per part), so a text Smart Sending skips isn't charged.

Smart Sending in flows

Marketing messages in flows use Smart Sending too, and transactional flow messages never do. Smart Sending counts marketing sends only.

Troubleshooting and FAQ

Can I change the 16- or 24-hour window?

No. The windows are fixed per channel. You can turn Smart Sending off for a single message.

My campaign reached fewer people than the estimate

Check Skipped by Smart Sending in the campaign's performance panel. Quiet hours can also delay texts, which isn't the same as skipping them.

Is Smart Sending the same as quiet hours?

No. Smart Sending decides whether someone gets a message; quiet hours decide when a text may arrive.

Guides

On the product page

Learn more

Smart Sending