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Manage the frequency of Convert campaigns on your storeUpdated a month ago

When you run multiple Convert campaigns, you may want to manage how often shoppers receive campaign messages while on your store. This is especially important for shoppers who meet the targeting conditions for more than one campaign and may receive overlapping messages at the same time.

To create a more cohesive shopping experience, you can use frequency settings to control when shoppers receive campaign messages (and how many):

  • Set a limit on the total number of campaigns a shopper can see
  • Set a minimum time between campaigns to spread out messages

When a shopper meets the conditions for a campaign, Gorgias uses your frequency settings to check whether (and when) to show the campaign, as well as which campaign to prioritize if there is a conflict between two messages.

Requirements

  • You must have an active Convert subscription
  • You must have Admin permissions in Gorgias

Set campaign frequency limits for your store

You can change the frequency of your store’s campaigns in your Convert settings. These settings apply to all campaigns on your store.

  1. Go to Convert from the main menu
  2. Select your store from the sidebar, then select Settings
  3. Use the toggles to turn ON or OFF your frequency settings

Opening your store's Convert settings in Gorgias, then using the settings toggles to set frequency limits on your campaigns

Here’s a breakdown of how each frequency setting works:

Frequency settingDescription
Maximum campaigns in 24 hoursSet a limit on the total number of times a shopper can be shown campaigns from your store within a 24 hour period.

When a shopper is shown the maximum number of campaigns, no more campaigns will be displayed to the shopper until the next day.

Choose between a minimum of 3 and a maximum of 30.

This setting is OFF by default.

Minimum time between campaignsSet a minimum amount of time between when campaigns are shown to shoppers on your store. When a shopper sees a campaign, they will not be shown another campaign until the minimum time interval has passed.

Use the dropdown menu to switch between Minutes or Seconds. Choose between a minimum of 5 seconds and 3 minutes.

This setting is ON by default with a minimum of 30 seconds set between campaigns.

Note: campaigns with Exit Intent as a condition are exempt from your Minimum time between campaigns setting. Because these types of campaigns rely on timeliness, we will still show them to shoppers at the exact moment when they are needed. 


Set frequency limits for a specific campaign

You can also control the frequency of specific campaigns. As a brand, you may want to set limits on a campaign (for example, showing a discount code) so that it does not display to the same shopper more than once in a session.

Keep in mind that how often shoppers see a campaign may also be affected by your store-level frequency settings.

  1. Go to Convert → Campaigns
  2. Select a campaign from the list
  3. Open the Choose your audience section
  4. Open the Campaign preferences section
  5. Use the toggles to turn ON or OFF your frequency settings

In the editor for a Convert campaign, opening the preferences section to change your frequency settings for the campaign

Here’s a breakdown of how each frequency setting affects a specific campaign:

Frequency settingDescription
Maximum campaign display in a sessionSet a limit on the number of times a shopper can see this specific campaign within a browser session (within 24 hours).

Choose between a minimum of 3 and maximum of 15.

When a shopper is shown this campaign the maximum number of times, the campaign will no longer be displayed to the shopper until the next day.

Time required between campaignsSet a minimum amount of time between when a shopper sees this campaign and when they can see the campaign again.

Choose between a minimum of 5 seconds up to 1 hour.

Use the dropdown menu to switch between Minutes or Seconds.

How we determine whether to show a campaign

When a shopper meets the conditions to trigger a campaign, Gorgias checks your frequency settings before displaying the campaign to avoid conflicts with other messages and ensure a smooth experience for shoppers.

When the conditions for a campaign are met, we check the following criteria to decide whether (and when) to display the campaign:

  • First, has the specific campaign exceeded the maximum number of times it can be seen by a shopper within 24 hours?
    • If yes, do not display the campaign
  • Second, for the specific campaign, has the required minimum amount of time passed before it can be displayed again?
    • If no, do not display the campaign
  • Third, has the shopper already seen a maximum number of store-wide campaigns that can be shown within 24 hours?
    • If yes, do not display the campaign
  • Fourth, has the required minimum amount of time between any two campaigns passed before another can be shown on your store?
    • If yes → show the campaign
    • If no → put the campaign in a queue. Once the minimum time has passed, Gorgias checks again that all campaign conditions have been met before showing the campaign
  • After all of these checks if the campaign will still be displayed at the same time as another campaign, then Gorgias will prioritize showing the campaign with the highest potential for revenue generation:

    • 1) a campaign containing a discount code
    • 2) a campaign containing a form
    • 3) a campaign that allows the shopper to chat with your team
    • 4) a campaign containing a product card
    • 5) all other campaigns
      • The conflicting campaigns that haven’t been prioritized will be fully canceled.
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