FAQs

Q1: If a communication rate is not specified for a channel in the UI, what default rate is applied?

• Same as the least expensive channel in the organization
• Same as the most expensive channel in the organization
• Standard rate applicable for the organization, Capillary Technologies
• Zero

A: For costing details related to each communication channel, please reach out to the Gateway team.

Q2: Can we send an email that allows a member to change their status if they want to be removed from the program? Can this be achieved by adding a prebuilt option in the email?

A: No, this is not possible. Member account deletion or status change can only be done from Member Care. From email, you can only capture opt-in/opt-out confirmations for subscriptions, which applies to communication preferences, not program status.

Q3: Can we import WhatsApp creatives in bulk on the Engage platform instead of uploading them one at a time?

A: No, bulk import of WhatsApp creatives is not supported.

Q4: Assume a brand is targeting ~75,000 unique customers. Some recipients blocked the number due to irrelevant content, and WhatsApp degraded the brand’s messaging limit. Approximately how many unique customers can the brand target now?

A: WhatsApp can reduce the messaging limit if many users block or report the brand. However, WhatsApp does not disclose a specific number or percentage for the new limit.

Q5: A customer’s status was changed from Unsubscribed to Subscribed in Member Care. An email was then sent, but the email did not reach the customer. Is there a delay in the process?

A: Yes. Since the data is computed from Insights, it takes up to 24 hours for the update to reflect.

Q6: If a brand’s WhatsApp limit is set to 1,000 unique customers for the first two weeks and they complete their quota (already sent messages to 1,000 unique customers) within the first week, when is the earliest they can send a message to a new customer?

• Wait for WhatsApp to increase the limit (end of 2 weeks)
• After BSP allows extending the limit
• After an active conversation ends (end of 24-hour rolling window)
• Ask Capillary backend team to extend the limit

A: The earliest a brand can send a message to a new customer is after the two-week (14-day) limit period resets. The communication limit is enforced for the entire set period, so once the quota is reached, no new unique customers can be messaged until the next period begins. For more information refer to Set up communication limits for each channel.

Q7: How should the bounce “Email message does not meet the recipient server’s policies” be classified?

A: This bounce is classified as a hard bounce. In Capillary reporting, a hard bounce is a permanent email delivery failure—for example, when the recipient server rejects the message due to policy violations such as content restrictions, authentication issues, or security rules. For details, see the Reachability computation documentation.