Hi Qualtrics Community,
I have already configured Contact Frequency Rules in XM Directory and confirmed that the following setup is correct:
- Global contact frequency rule: 15 days between messages.
- Survey-specific custom rules to enforce self-quarantine periods (e.g., 30, 90, and 120 days depending on the survey).
My remaining challenge is implementing the pre-contact saturation rules, where the exclusion period depends on the survey that was previously sent.
Examples:
- Survey A cannot be sent if the customer received any survey in the previous 15 days - this would be the default rule.
- Survey B requires a 30-day exclusion period instead of the 15 days one.
- Survey C requires a 60-day exclusion period instead of the 15 days one.
- Some surveys also have specific exceptions, for example:
- Survey D cannot be sent if Survey E was sent within the last 7 days.
My understanding is that XM Directory Contact Frequency Rules can enforce global frequency and survey-specific self-quarantine, but cannot support these survey-to-survey dependency rules on their own, and also cannot support different rules when it comes to affect the whole Directory.
Is the recommended approach to implement these pre-contact saturation rules through Workflows/Journeys by checking the customer's survey invitation history before triggering a survey?
If so:
- What is the best practice for storing and checking previous survey sends?
- Can Workflows evaluate the last survey received by a contact and apply different exclusion periods depending on the survey type?
- Has anyone implemented a survey-to-survey saturation matrix like this in Qualtrics?
Thanks!
