Understanding Participants & Engagement

All players included in a campaign are classified as participants. Even if a player opts out or unsubscribes from a delivery channel—resulting in the campaign message not being sent—they are still counted as participants. Only players whose data has been flushed are excluded from campaign participation.

A customer is considered engaged if they meet the predefined engagement criteria set either globally or at the campaign level. Once a customer meets these criteria, their post-engagement activity is tracked in the campaign analytics for a designated duration known as the lead time.

Engagement Options for One-off and Dynamic Campaigns

Engagement options can be tailored for both one-off and dynamic campaigns using global settings or campaign-specific preferences. The engagement criteria vary by communication channel as follows:

Email:

• Participation:
  The player is automatically considered engaged regardless of the message outcome.
• Delivery:
  Engagement is registered when the player receives an email delivery confirmation.
• Open:
  The player is marked as engaged when they open the email.
• Click:
  The player is considered engaged when they click on a link within the email.

SMS:

• Participation:
  The player is considered engaged regardless of the message outcome.
• Delivery:
  Engagement is registered upon receiving an SMS delivery confirmation.
• Click:
  The player is marked as engaged when they click on a link within the SMS message.

Push Notifications (Web & Mobile):

• Participation:
  The player is always considered engaged when they participate, irrespective of the outcome.

Webhooks:

• None:
  By default, webhooks do not contribute to engagement metrics.
• Delivery:
  A player is considered engaged if the webhook is successfully delivered.
• Participation:
  Alternatively, engagement can be recorded based on participation, regardless of the webhook's outcome.

This structured approach ensures that campaign engagement is accurately measured, allowing for effective tracking and analysis of customer interactions across various communication channels.