While sending automated emails to your customers, you wouldn’t want the customers to be bombarded with multiple emails on a day or within a short period of time. Freshsuccess allows you to set the time period between subsequent automated emails sent to the customers. 

The Re-trigger delay(days) sets the minimum frequency of sending the same email to the same recipient. If you set up a delay for 10 days, the email would not be sent until a minimum of 10 days after the previous email (assuming the rule condition is still met at this time).

The re-trigger delay helps if there is only one active Trigger on your account. However, if there are multiple active triggers, you would ideally want the emails to be sent at different time intervals rather than on the same day. The Global trigger delay (days) and Global trigger priority help to determine when each of the triggered emails is sent to a user from your account amongst all the other triggers. 

The Global trigger delay (days) helps define the minimum number of days between sending any triggered email and sending this email to the same user (provided they match the conditions). The Global trigger priority determines the order in which triggers are evaluated. A trigger with a higher global trigger priority would take precedence over a lower priority value. 

Freshsuccess system runs every few hours within a day to check the trigger conditions taking into account the rule conditions and the re-trigger delay. Freshsuccess does not queue messages until the retrigger delay passes. Both the rule condition and retrigger condition must be met to send the message at the time of evaluation.

For example: 

Below is a table with the Trigger definitions for 2 triggers, and we would evaluate this for the user john@gmail.com. No triggers were sent to this user earlier.

May 1, 2020 : 

From the above table, the user satisfies the condition of both the triggers, then the system checks on the Global trigger priority and sends Trigger 1 to the user as it has the highest priority. There won’t be any other emails sent to the user on May 1, 2020, as there is a minimum 2 days of Global Retrigger delay defined. 

May 2, 2020:

No email would be sent as the minimum delay set is 2 days. 

May 3, 2020:

If john@gmail.com satisfies all the condition of the triggers, Trigger 2 would be sent as the Global delay for it is set as 2 days, even though it has a lower priority than Trigger 1 and Trigger 2.

May 4 and 5, 2020:

No email

May 6, 2020:

No email would be triggered even though Trigger 1 has a Re-trigger delay of 5 days as the Global retrigger delay on trigger 1 is set as 5 days. As the last email to the user was sent on May 3 (Trigger 3), it hasn’t been 5 days since that so the email wouldn’t trigger. 

May 7, 2020:

No email sent

May 8, 2020:

Both the trigger condition and re-trigger delay satisfies but Trigger 1 would be sent as the priority is higher.

Similarly, the system will evaluate the conditions and send the triggered emails.