在此页面上：了解冲突检测、优先级分数和规则集如何协同工作，帮助您避免讯息重叠，并控制向客户发送消息的频率。
在 Journey Optimizer 中，管理营销活动和历程的数量和时机至关重要，这样才能避免因过多的交互而让客户不堪重负。 冲突管理与优先级排序工具通过防止客户疲劳并确保正确信息触达受众，帮助您实现精心策划且时机恰当的沟通。 利用冲突检测、优先级分数和规则集，您可以简化营销活动与历程安排，避免重叠并平衡跨渠道发送频率。
这些工具可用于营销活动和单一历程、受众资格筛选以及读取受众历程。 无论是对消息发送频率设置限制，还是确定优先推广的营销活动，这些功能都能协同工作，从而简化决策流程并优化营销策略。
从何处开始 where-to-start
典型流程：使用冲突检测来发现重叠，然后应用优先级分数和规则集来控制发送哪些消息以及发送频率。
冲突管理和优先级工具 tools
冲突检测工具
使用冲突检测工具，您可以识别历程和营销活动中的潜在重叠。 这一点至关重要，因为过多的并发通信可能会导致客户疲劳。 Journey Optimizer 可以让您监控时间线、受众重叠和渠道配置等元素。 通过尽早识别冲突，您可以优化营销活动，避免同时使用多条消息“轰炸”客户。
优先级分数
此外，当客户符合多种通信的条件时，优先级分数可帮助您控制优先运行哪些营销活动或历程。 这对于 Web 和移动等入站渠道特别有用，因为在任何给定时间都只能显示一个营销活动。 通过为每个历程或营销活动分配优先级分数，您可以确保首先发送最重要的消息。
规则集
规则集允许您将多个规则组合在一起，并将其应用于您选择的历程和营销活动。 这改进了粒度控制，可限制客户在特定时间范围内可以进入的历程数量和频率，或根据通信类型控制用户接收消息的频率。
-
历程上限与仲裁 – 限制客户在特定时间范围内进入历程的频率和次数。 您可以为用户档案设定历程进入次数上限，或限制客户同时参与的历程数量。 使用仲裁设置来决定客户在符合多个历程条件时应该进入哪个历程，并使用优先级分数确定最佳匹配。 了解如何使用历程上限和仲裁
-
按渠道和通信类型设置频率上限 - 按通信类型（如销售、促销）设置频率上限，防止向客户发送过多内容相似的消息。 跨多个渠道控制频率，自动排除过度请求的用户档案。 了解如何按渠道和通信类型设置频率上限
-
免打扰小时数 - 定义基于时间的排除项，以便在特定时段（电子邮件、短信、推送、WhatsApp）不发送任何消息。 了解如何设置免打扰时间
护栏和限制 guardrails
-
营销活动和优先级分数 - 在营销活动中，优先级分数仅适用于 Web、应用程序内和 基于代码 的入站渠道。
-
用户档案计数器更新延迟 - 客户进入历程后，用户档案计数器值最多可能需要 10 分钟才能完成更新。 如果一个轮廓在短时段内进入两个历程，则第二个历程可能无法正确识别出已达到频率上限，从而可能允许该轮廓同时进入两个历程。
-
历程进入上限的命名空间优先级 - 仅当历程中选择的命名空间是沙盒中定义的优先级最高的命名空间时，才支持进入上限。 如果未明确配置命名空间优先级，则默认的最高优先级为电子邮件。
-
受众资格筛选历程中的同时激活 - 当同一受众资格筛选事件激活多个受众资格筛选历程时，进入上限的计数将不准确。 如果计数低于上限，则历程将继续进行仲裁，但将无法在同时激活的情况下获取最新计数。
其他资源
- 识别潜在冲突 - 了解如何检测和解决重叠营销活动和历程之间的冲突。
- 分配优先级分数 - 理解如何分配和使用优先级分数来控制消息投放优先级顺序。
- 使用规则集 – 了解如何构建和应用规则集，以用于冲突管理和消息治理。
- 历程上限与仲裁 - 设置历程级别的上限规则和仲裁。
- 按渠道设置频率上限 - 设置渠道级别的频率上限以防止过度发送消息。
- 设置免打扰时间 - 为消息投放定义基于时间的排除项。
- 使用公式和 AI 模型对历程进行排名 - 了解如何构建公式和 AI 模型，以在应用了上限时对历程进行排名。
- 冲突管理教程 - 分步视频教程。
- Journey Optimizer 用例 - 浏览实用模式，包括频率上限和历程抑制逻辑。
This section contains structured knowledge intended to support interpretation, retrieval, and question answering related to this topic.
For complete understanding, this information should be combined with the documentation on this page. Neither source is intended to stand alone; the page describes the feature, while this section provides additional context that helps disambiguate terminology, intent, applicability, and constraints.
- TL;DR: This page introduces Journey Optimizer’s conflict management and prioritization tools—conflict detection, priority scores, and rule sets (journey capping & arbitration, frequency capping by channel, and quiet hours)—and how they work together.
Intents:
- Understand which tool to use to spot overlaps, set precedence, or limit message frequency
- Use conflict detection to find overlapping journeys and campaigns
- Assign priority scores to control which communication takes precedence
- Group rules into rule sets for journey capping & arbitration, frequency capping, and quiet hours
- Know the guardrails that affect capping and prioritization
Glossary:
- Conflict detection tool: Identifies potential overlaps in journeys and campaigns (product-specific)
- Priority scores: Control which campaigns or journeys take precedence when a customer qualifies for multiple communications (product-specific)
- Rule sets: Group multiple rules and apply them to the journeys and campaigns of your choice (product-specific)
- Journey capping & arbitration: Limits how often and how many journeys a customer can enter, using arbitration and priority scores to decide which journey the customer should enter (product-specific)
- Frequency capping by channel and communication type: Sets frequency capping by communication type across multiple channels, excluding over-solicited profiles (product-specific)
- Quiet hours: Time-based exclusions so no messages are sent during specific periods (Email, SMS, Push, WhatsApp) (product-specific)
- Arbitration: Deciding which journey a customer enters when they qualify for multiple journeys, using priority scores to determine the best fit (product-specific)
Guardrails:
- These tools are available for campaigns and for unitary, Audience Qualification, and Read audience journeys.
- In campaigns, priority score is available for the web, in-app, and code-based inbound channels only.
- It can take up to 10 minutes after a customer enters a journey for the profile counter value to update; a profile entering two journeys within a short window may enter both.
- Entry capping is only supported if the namespace selected in the journey is the highest priority namespace defined in the sandbox; if namespace priority is not configured, the default highest priority is email.
- When multiple audience qualification journeys are activated by the same audience qualification event, entry capping counts will not be accurate.
Terminology:
- Canonical name: conflict management & prioritization — Acronym: n/a — variants: conflict & prioritization tools
- Synonyms: none
- Do not confuse: “conflict detection” (spots overlaps) ≠ “priority scores” (sets precedence) ≠ “rule sets” (limit frequency and volume)
- Do not confuse: “journey capping” (limits journey entries or concurrency) ≠ “frequency capping by channel” (limits messages per channel and communication type) ≠ “quiet hours” (time-based message exclusions)
FAQ:
- Q: Which tool spots overlapping journeys and campaigns? — Conflict detection.
- Q: How do I decide which message wins when a profile qualifies for several? — Assign priority scores.
- Q: How do I limit how often or how many messages a profile receives? — Use rule sets (frequency capping, journey capping, and quiet hours).
- Q: On which channels is priority score available in campaigns? — Web, in-app, and code-based inbound channels only.
- Q: Why might a profile enter two capped journeys? — The profile counter can take up to 10 minutes to update, so a profile entering two journeys within a short window may not be recognized as having reached the cap.