Throttling

The Throttling page is connected to the settings of rules for your campaigns. Throttling represents a couple of restrictions/limitations that you can set for your customers (for example, how often they can receive a feedback request, how many feedback entries they can provide within a given time period, etc.).

Let’s navigate you through the throttling page now.

Starting from the top, you can see the number of throttling rules as the first thing. The list of all throttling rules (the main table) consists of the following information:

• Name: The name usually represents the name of the campaign the rule is created for. If more throttling rules are created, feel free to use the search bar to find the throttling rule you need based on its name.
• Type: Requested or spontaneous type of throttling rule based on the feedback collection type.
• Last edited: Date of the last edit of the throttling rule. You can sort both lists based on any of the parameters above.

You can proceed following changes on this page:*

• Create a new Throttling rule
• Duplicate an existing Throttling rule
• Adjust an existing Throttling rule
• Delete an existing Throttling rule 

*Find out more about specific settings by clicking the section name.

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Creating a throttling rule

You can start setting up the Throttling rule by visiting the “Throttling” section in Settings and clicking on the “+ Create rule” button.

A new window pops up, where you fill in the following input fields:

• Name: the name usually represents the campaign the throttling rule is connected to (name of the team, structure entity, product, etc.)
• Feedback type: choose the type from the dropdown options:
  A: Requested – for rules connected to requested campaigns (directly targeted customers via SMS or email)
  B: Spontaneous – for rules connected to spontaneous campaigns (feedback collection via QR codes, tablets, etc.)
  
  Based on the feedback type selected, another field will pop up for the configuration. Just press the “Continue” button.

The configuration consists of checking the boxes and filling up the amount of feedback, days or hours to the restrictions of your choice. Here is the explanation of the restrictions:

Feedback per Interaction (Customer) = Each imported row represents an interaction (if all required data are correct), meaning the request was successfully sent to a customer. This rule limits one interaction (row imported/customer) to leave just a specific number of feedback. For example: If “1” is selected, one interaction (row imported/customer) can fill the questionnaire only once.

Feedback per Profile = Used only when the employee selection is enabled in the flow. You can limit how many employees can be rated by one interaction (row imported/customer).
⚠️ Please note if you set 1+ feedback per profile, the same or higher number needs to be set in the “Feedback per Interaction” field above.

Feedback per Venue = Used only when the venue selection is enabled in the flow. You can limit how many venues can be rated by one interaction (row imported/customer).
⚠️ Please note if you set 1+ feedback per venue, the same or higher number needs to be set in the “Feedback per Interaction” field above.

Time interval = Used for spontaneous feedback type only. The period set in days, weeks or months restricts the above rules for a limited time. After the elapsed time, the customer can leave feedback again based on the above rules.

Convert customer’s draft to feedback = Number of chosen hours represents the time you give to customers to finish their feedback (submit the questionnaire). After this time, the feedback will be shown in the Feedback Management marked as “Draft”, and the customer will no longer be able to finish it.

Don’t send another request for XY days = So-called “Spam filter” or “Quarantine” is the period of time during which the customer won’t be contacted again, even if the contact is in imported files every day. After this period, the customer will automatically receive a new feedback request (if the contact is part of the imported data). 

Expire the sent request after XY days = So-called “Expiration” is the time you give the customer to leave feedback. After the expiration is over, the customer won’t be able to leave feedback upon the received request. Expiration can only be set for the requested feedback type.

Once all of the above is set, use the option “Save” to save the new throttling rule or the option “Cancel” to destroy all settings and start all over again. The first throttling you create for each feedback type is automatically marked as the default one.

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Adjusting a throttling rule​

When it comes to changes within Throttling, you can change the following:

• Name of the throttling rule: This is done by clicking on the “context menu (three dots)” placed at the end of the row of the throttling rule that you want to adjust and choosing the “Rename” option.

• Another way is by clicking on the row where the throttling rule is placed and choosing the “Rename” option in the “context menu (three dots)” situated in the top right corner.

In both cases, a new window appears where you can simply rewrite the original name with a new one. Don’t forget to confirm the rewrite via the “Save” button.

Other than renaming a throttling rule, you can adjust all values that were configured during the Throttling Rule creation. The same process applies; you can either click on the “context menu (three dots)” placed at the end of the row of the throttling rule that you want to adjust and choose the “Edit” option or simply click on the row of the throttling rule that you want to adjust to open the configuration. The configuration consists of checking the boxes and filling up the amount of feedback, days or hours to the restrictions of your choice.

Here is the explanation of the values:

Feedback per Interaction (Customer) = Each imported row represents an interaction (if all required data are correct), meaning the request was successfully sent to a customer. This rule limits one interaction (row imported/customer) to leave just a specific number of feedback.
For example: If “1” is selected, one interaction (row imported/customer) can fill the questionnaire only once.

Feedback per Profile = Used only when the employee selection is enabled in the flow. You can limit how many employees can be rated by one interaction (row imported/customer).
⚠️ Please note if you set 1+ feedback per profile, the same or higher number needs to be set in the “Feedback per Interaction” field above.

Feedback per Venue = Used only when the venue selection is enabled in the flow. You can limit how many venues can be rated by one interaction (row imported/customer).
⚠️ Please note if you set 1+ feedback per venue, the same or higher number needs to be set in the “Feedback per Interaction” field above.

Time interval = Used for spontaneous feedback type only. The period set in days, weeks or months restricts the above rules for a limited time. After the elapsed time, the customer can leave feedback again based on the rules set above.

Convert customer’s draft to feedback = Number of chosen hours represents the time you give to customers to finish their feedback (submit the questionnaire). After this time, the feedback will be shown in the Feedback Management marked as “Draft”, and the customer will no longer be able to finish it.

Don’t send another request for XY days = So-called “Spam filter” or “Quarantine” is the period of time during which the customer won’t be contacted again, even if the contact is in imported files every day. After this period, the customer will automatically receive a new feedback request (if the contact is part of the imported data).

Expire the sent request after XY days = So-called “Expiration” is the time you give the customer to leave feedback. After the expiration is over, the customer won’t be able to leave feedback upon the received request. Expiration can only be set for the requested feedback type. Once all of the above is adjusted based on your needs, use the option “Save” to save the adjusted throttling rule or the option “Cancel” to destroy all settings and start all over again. If the throttling rule you just adjusted has already been a part of the Campaign Trigger, new adjustments already apply.

Once all of the above is adjusted based on your needs, use the option “Save” to save the adjusted throttling rule or the option “Cancel” to destroy all settings and start all over again.

If the throttling rule you just adjusted has already been a part of the Campaign Trigger, new adjustments already apply.

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Duplicating a throttling rule​

If you need to create the same Throttling rule as the one already in use or create a similar one, feel free to use the “Duplicate” option. This can be done in three different ways:

• By clicking on the “context menu (three dots)” placed at the end of the row of the throttling rule that you want to duplicate and choosing the “Duplicate” option.

• By checking the check box placed at the beginning of the row of the throttling rule that you want to duplicate and choosing the option “Duplicate” from the “Actions” dropdown. This option is better when you’d like to duplicate more than one throttling rule at once.

• By clicking on the row where the throttling rule is placed and choosing the “Duplicate” option in the “context menu (three dots)” situated in the top right corner. 

If you need to adjust the duplicated rules, visit the section Adjusting a throttling rule for more info.

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Deleting a throttling rule

Deleting a Throttling rule is a simple process that can be done in three different ways:

• By clicking on the “context menu (three dots)” placed at the end of the row of the throttling rule that you want to delete and choosing the “Delete” option.

• By checking the check box placed at the beginning of the row of the throttling rule that you want to delete and choosing the option “Delete” from the “Actions” dropdown. This option is better when you’d like to delete more than one throttling rule at once.

•  By clicking on the row where the throttling rule is placed and choosing the “Delete” option in the “context menu (three dots)” situated in the top right corner.

A new window always shows up where you must confirm your decision to delete the throttling rule(s). After your confirmation, the throttling rule will be successfully deleted. 

⚠️ Please note that once you delete a throttling rule used in the currently running campaign, it is also removed from a campaign trigger. Therefore, no imports will be processed successfully until a new throttling rule is added to the Campaign trigger. 

If you deleted a wrong throttling rule, learn how to Restore Throttling.

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Restoring a throttling rule

If you deleted any throttling rule by mistake, you can simply restore it.

First, you need to open the Throttling part of Settings. Once there, click on the “context menu (three dots)” option placed in the top right corner, and choose the “Restore” option. You’ll be redirected to a new page where all deleted throttling rules from your organisation are located with the following information:

• The name of the throttling rule
• The feedback type the throttling rule was created for (requested or spontaneous)
• Date of throttling rule creation
• Date of throttling rule removal

You can sort the list based on any of the parameters above.

If many throttling rules are displayed, feel free to use the search bar to find the throttling rule you need based on its name. If you are not sure whether you are restoring the correct throttling rule, check the throttling rule configuration by simply clicking on the row where the throttling rule is placed or by clicking on the “context menu (three dots)” and choosing the option “View Detail”.

If you want to restore just one specific throttling rule, hover over the row where it is placed and click on the “context menu (three dots)” option. Choose the “Restore” option from the dropdown. Confirm your action in the pop-up window, and your throttling rule will be restored! If you want to restore more throttling rules at once, use the checkbox to select more rows.

Click on the “Action” button afterwards and restore all selected throttling rules. Once you confirm the action, all throttling rules will be restored.

Now that you have successfully restored a throttling rule, let’s get it back into use by setting up the Campaign triggers.