Understand Audience Reachability Status
Reachability refers to whether a user can be contacted via a specific communication channel. It helps determine if a particular user can receive messages or notifications sent through that channel.
You can view the reachability status in the audience view detail page.
Example: A user has created a campaign and wants to understand via which communication channel the reachability is more. They can view the reachability under the specific audience group.
To View Reachability follow the given steps below:
- On Engage+ navigate to the Audience section.
- From the Audience Listing page, select the desired audience list.
- After you select the list, you’ll see a report showing which channels (like SMS, Email, or WhatsApp) have the highest reach for that audience.
Reachability Categories
| Category | Reachability Status | Description |
|---|---|---|
| VALID | ✅ | The user is reachable and valid. |
| SUBSCRIBED | 🟢 | The user is reachable and has subscribed. |
| UNABLE_TO_VERIFY | ❓ | Unable to verify the user’s reachability. |
| SOFT_BOUNCED | 🔄 | There were soft bounces. More may lead to HARD_BOUNCED. |
| CONTACT_UNAVAILABLE | 🚫 | The user’s registered contact is not available. |
| UNSUBSCRIBED | 🔕 | The user has unsubscribed from communications. |
| INVALID | ❌ | The user’s registered contact is invalid. |
| HARD_BOUNCED | 🛑 | Previous communications have HARD_BOUNCED. |
When is Reachability Calculated?
- Immediate and Specific Date Messages: Reachability is computed before campaign creation.
- Recurring Campaigns: Reachability for the filter list is calculated at the pre-execution stage.
Reachability computation
Audience reachability is calculated separately for each communication channel (SMS, WhatsApp, Viber, RCS, Email, etc.) based on the user’s whitelisted contact details and subscription status.
If a customer is not reachable on the primary channel, the system automatically attempts to send the message through the fallback channel (if available). If a user’s subscription status is unknown, they are considered reachable.
NoteIf a customer has experienced more than three hard bounces in previous communication attempts, the system automatically blocks future messages to that customer to prevent repeated delivery failures.
WhatsApp and Viber fallback mechanism
To maximise campaign delivery rates, Engage+ features an automatic fallback system. When a customer in your audience has opted in for WhatsApp or Viber communications but their primary profile lacks a valid WhatsApp or Viber number, the system automatically searches for an alternative mobile number from other available sources before failing the message.
The following flow is followed when a WhatsApp or Viber campaign is scheduled:
Primary WhatsApp or Viber Number (V2 Profile): First, the system checks for a registered WhatsApp or Viber number in the customer's primary V2 profile.
Linked SMS Number (V2 Profile): If no WhatsApp or Viber number is found, the system looks for a mobile number within the customer's InStore profile.
Uploaded Audience List: As a final step, if no number has been found in any of the system profiles, the system checks the audience list you uploaded for the specific campaign for a mobile number associated with that customer.
If no mobile number can be found after checking all these sources, the message delivery will fail for that user, and they will be excluded from the campaign audience.
Updated 2 days ago