Send time optimization enables you to engage your users more effectively and gain their attention when they are most likely to interact with messages.
You can use send time optimization in the Web Push, App Push, Email, SMS, and WhatsApp channels.
How does the STO work in Architect?
Send time optimization considers click activity as it is the most reliable interaction. The system groups the mobile-only channels to create more accurate results. App push, SMS, and WhatsApp channels are considered for mobile activity. Let's see an example:
Jake receives app push notifications and usually opens them between 01.00 and 02.00. You create a journey that includes the SMS channel with the send time optimization option. Jake will receive your SMS between 01.00 and 02.00 as he usually checks his mobile phone at that time.
Send time optimization calculates the best time for each user to receive messages. Time-optimized messages are sent at the user's best time to contact in a 24-hour range. Users whose best time is not defined yet will receive the message immediately.
When send time optimization is enabled, users will wait at the channel step until the best time for the highest conversion potential. This means that users will not proceed to the next element from the channel element until the message is sent at the best time.
Silent Hours
When you enable the Send Time Optimization, you can also select a Silent Hours range for your users. During this time, your users will not receive any messages, although their optimal time falls within the range. When that is the case, the system calculates the second-best time for your users and keeps calculating until it finds the best time that falls outside of the silent hours range.
Fallback
If no engagement data is received for your users or all of the best times calculated for your users fall within the silent hours range, then the fallback time becomes important. You can choose one of the following two options:
- Send immediately: The message is sent immediately when the user arrives at the element. If any silent hours range is set and the arrival time falls within the silent hours, the message is sent after the silent hours.
- Send at: You can set a specific time for your messages to be delivered. If you have set silent hours, you cannot choose a “send at” time within the silent hours range.
Use Send Time Optimization
This feature is applicable for Web Push, App Push, Email, SMS, and WhatsApp channels.
Once you enable the send time optimization, it will enable the Override Global Frequency Capping option for Web Push automatically.
