Configure and apply quiet hours

Transcript

Hey everyone, Aaron Forrest here, Product Manager on the Adobe Journey Optimizer team with a quick demo of the Quiet Hours capabilities.

Marketers know that the right message at the right time is business critical to drive customer engagement. And the opposite is also important to know, the wrong message at the wrong time can negatively impact your brand perception and customer loyalty.

The Quiet Hours feature is a tool that enables you to silence texts, notifications, emails, and messages from being sent to your customers for custom time periods you define. Let’s run with an example to highlight the Quiet Hours capabilities within AJO. As a marketer, I want to ensure that my SMS messages aren’t waking the customer between the hours of 8 p.m. to 8 a.m., so we’ll create a rule to suppress any SMS communications during this 12 hour window.

Let’s dive in. I open Business Rules in the left navigation and create a channel rule set, which is where I’ll author this new Quiet Hours rule by selecting Create Rule. After giving it a name, I’ll go ahead and insert the time window and specify which time zone these hours are applicable to. I have two options here. I can either have the system look up the profile time zone at the time of delivery, or I can hard code a specific time zone from the list of options here.

Note that you can select specific hours of the day or specific days of the year with the calendar selection option.

I can add up to five different time windows and lastly, you have two options to inform the system what to do with the message that falls within the time window we’ve specified above. You can either discard the message entirely if you don’t want the communication to be sent, or you can choose to queue it, in which case the message will be sent at the completion of Quiet Hours.

Now that our setup is complete, let’s select Create Rule, activate the rule set, and then navigate to the last step in the process, which is applying this rule to the appropriate communications. Quiet Hours rules can be applied to SMS, push, email, and WhatsApp messages in journeys or campaigns. Here’s where you’d apply it to a journey action. And here’s where you’d apply it in a campaign action. Now that setup is complete, we can rest assured that communications are only going out in the appropriate windows, thus increasing the likelihood of engagement while mitigating the risk of customer opt-out. Thanks.